Help Desk Analyst, Tier 2-3

Help Desk Analyst, Tier 2-3, Centreville, VA

We are looking for a Tier 2-3 Help Desk Analyst for the Helpdesk. We are looking for candidates with 4-5 years of experience that are comfortable with going on-site to clients. The Help desk does not typically go on-site, however, we are looking for individuals that are interested in growth. We are hoping this candidate will have enough experience to easily transition into a Client Consultant role within 6 to 9 months of working on the Helpdesk.

This position will require training every day in the office. Once training is completed (varied time depending on candidate's skills), we will move into a hybrid schedule with 3 days in the office and 2 days remote. This candidate does not need to have MSP experience; however, it is helpful for this role.

Responsibilities:

• Support clients with technical issues involving Microsoft's core business applications, Cloud offerings and virtual environments.
• Remote troubleshooting workstations, networks and servers.
• Manage and support disaster recovery and business continuity solutions.
• Technical support of networking equipment: WAN and LAN Connectivity, Routers, Firewalls and Security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Maintain and documentation for hardware, applications and SOP's.
• Communication with Clients to keep them informed of incident progress or notification of impending changes or agreed outages.
• Enjoy working in a team environment and communicate effectively.

Qualifications:

• US Citizen and willing to take a drug test and undergo a background check.
• Associates/Bachelor's Degree in IT or related field.
• Knowledge of the full stack of Microsoft desktop and server applications as well as Office 365.
• Experience with Mac devices.
• IT
  
  Certifications:
  
  Microsoft MCP or CompTIA A+.
• Knowledge of applications like A.E.C. field such as AutoCAD and Revit.
• Technical Awareness: able to match resources to technical issues.
• Diagnosis skills of technical issues.
• Excellent interpersonal skills; someone who enjoys working with people, has excellent telephone skills, and an active listener and customer care.
• Managed Service Provider (MSP) experience is a plus.

Benefits include medical insurance, retirement plan, PTO, etc. Salary: 80K+ DOE.