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Help Desk - Desktop Support Analyst (Tier 1)

Chevy Chase, Maryland

We are looking for a Help Desk- Desktop Support Analyst to provide technology assistance for a wide range of IT services to our colleagues, over the phone, remotely, and in person. Being in a customer support role, you will have the opportunity to learn existing business processes and provide technology feedback and suggestions to the team. There will be opportunities to be proactive in support resolution by finding ways to enhance efficiency and quality of service to our colleagues. You will also be responsible for custom application packaging and push deployment technology to managed endpoints.

You Are:

  • Customer oriented - You will need to be able to deliver a high level of customer support and mentorship to employees at all levels of the company, and explain and resolve complex technical issues to a non-technical audience. In this role, you are the face of the Technology Team and the first person to provide assistance on a technology issue.

  • A self-starter - You are quick to respond to operational tasks and are able to find opportunities for process improvement and work with the Help Desk and greater Technology Team to achieve these goals.

  • A natural problem solver - You identify challenges, analyze the root causes, seek to understand rationale behind current setups, and offer changes to improve where needed.

  • Able to take ownership of tasks and see them to their resolution - When gaps in processes or a lack of accountability are identified, you take ownership and ensure that these needs are met.

  • Comfortable with a wide array of technology – We are responsible for supporting a number of technology systems and provide comprehensive support to employees that require assistance.


Minimum Qualifications

  • 1+ years of recent, professional, hands-on and over-the-phone technical support experience

  • Experience with imaging solutions (restoration for both Windows and Mac OS)

  • Experience managing Windows endpoints in an enterprise environment

  • Ability to manage user accounts, groups, and OUs through Microsoft Active Directory

  • Experience with common network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and remote access/Citrix issues

  • Ability to repair printing issues on clients and servers

  • Possess customer service and interpersonal skills

  • Ability to work in an office location

  • Ability to comply with our COVID-19 vaccination policy

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