Title: L2 Helpdesk Analyst (Desktop Support)
Location: McLean, Virginia - Hybrid
Here’s What You’ll Do:
- Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
- Provide remote support over the phone using remote desktop tools.
- Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
- Ability to triage tickets and troubleshoot independently.
- Install and support desktop software for corporate laptops.
- Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
- Document and resolve all tickets in a timely manner, adhering to established SLAs.
- Interact with vendor support to resolve technical problems with hardware and/or software.
- Create and maintain internal IT knowledge base articles to document procedures.
- Create end user documentation (“How To”, “FAQ”).
Requirements:
- Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
- Experience in Endpoint services (Intune for iOS).
- Excellent customer service, attention to detail, communication and documentation skills.
- Must be a team player and willing to work “outside the box” to get things done as needed.
- Experience working in an IT Service Desk environment.
- Experience configuring and troubleshooting Windows & Mac laptop.
- Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
- Microsoft Teams, Apple MacBook.
- Be highly motivated, able to work with minimal supervision, and adapt to changes as needed.
