Jr. Help Desk Analyst

Job Description

Reporting to the Corporate Director of Information Technology, the IT Helpdesk Analyst is responsible for providing technical assistance to computer system users and performing problem determination and resolution for all end-user support. The IT Helpdesk Analyst assists in the design, installation, maintenance, and general support of the user environment. Will also aid in installation, maintenance, and support of systems. Provides technical support to users via e-mail, phone, the support ticketing system, or via other methods. The technology used within the organization; will be expected to elevate complex inquiries to the appropriate parties.

This position will be located on site in Reston, VA.

The Junior IT Helpdesk Analyst will be expected to accept trouble reports and resolve them utilizing proper helpdesk processes, procedures, and documentation. Will be required to work directly with users to resolve reported issues
Troubleshoot networking and end user problems
Maintenance and monitoring of the network connectivity among users
Reporting and escalating request to enforce policies
Performs routine tasks using experience and judgment under the supervision of a more experienced team member
Performs documentation creation and updates
Perform and maintain procedures for preparation and deployment of user equipment as well as decommissioning of equipment
Maintain accurate inventory of supplies and equipment such as laptops, desktops, monitors, printer consumables, etc.
Assist with installation and maintenance of the company s systems under supervision of a more experienced team member
Installation, Configuration, & Support for LAN, WAN, WIFI and Internet
Tracking IT Support Tickets and providing solution as per ITIL methodology
Provides 1st-level support with Wireless systems, Cell phones and IOS based mobile devices
Assists in training users in the proper procedures in data systems usage with security awareness in mind
Responsible for Installing only Licensed Software/Tools on End User Systems & Compliance Management
Assist with tasks and projects as requested by IT Leadership
Provides support, answers user inquiries regarding computer software or hardware operation, and works with users to resolve problems. Diagnoses computer problems, installs hardware and software upgrades
Installs and performs minor repairs to hardware, software, or peripheral equipment, following installation specifications
Replaces toners on printers and copiers
Sets up cell phones, configures email, and assists and troubleshoots a variety of IT systems
Maintains records of repairs and technical assistance rendered and conducts follow-up to ensure satisfaction with service
Advises IT Director of any potential problems in order for immediate team resolution
Ensures the physical condition of the premises is maintained in a safe, healthy, and clean manner
Performs other duties as may be needed

Job Requirements

Associate degree in Computer Technology, Network Administration, Network Communications, or related field or four (4) years verifiable qualifiable employment experience or a combination of education and verifiable qualifiable employment experience in the Computer Science field
Must have 1-5 years of experience in networking or computer system administration
Must have a valid driver s license
Networking and CompTIA related certification required within one year (includes but not limited to A+, Network +, Cisco, and other related certifications)
Must be familiar with networking, windows operating systems, and Apple iOS , along with a general understanding of servers, laptops, printers, and other hardware and software
Must possess the ability to train users in applications and operating system fundamentals
Possess the ability to independently work and solve problems; should have a strong sense of self-direction
Must be familiar with most basic system administration tools and processes
Understanding of distinctions between system processes/services and user processes, local and network resources, and resource sharing, as well as basic networking concepts and practices
Must possess verifiable knowledge of Microsoft Office and Windows operating systems, commands, and virus detection software
Must possess verifiable knowledge of computer system installations and servicing, troubleshooting, problem determination, and restoration techniques
Must have knowledge of cabling, Wi-Fi, and Internet browsers
Possess strong interpersonal, communication and writing skills, including the ability to explain advanced procedures in writing or verbally
Must be well organized with excellent attention to detail
Must possess ability to maintain confidentiality
Must have physical ability to climb ladders, lift and manipulate objects up to 40 lbs., and perform tasks on all areas and aspects of IT projects