Help Desk Analyst (Corporate IT Team

Help Desk Analyst (Corporate IT Team)

COLSA's Corporate IT team is seeking a customer-focused Help Desk Analyst to join our Help Desk Team and provide day-to-day technical support to employees across the United States. In this role, you'll serve as a key resource for end users, providing both desk-side and remote support to troubleshoot and resolve technical issues and help keep our workforce connected and productive. Responsibilities span desktop and application support, user account administration, workstation setup and configuration, help desk ticket management, network cabling, and overall end user support.

This is an on-site position based at COLSA's Corporate Headquarters in Huntsville, Alabama.

• Provide desk-side and remote assistance to resolve end-user technology support issues.
• Assist users with the installation, operation, configuration, and use of supported hardware, software, and applications.
• Troubleshoot and resolve hardware, software, application, and connectivity issues through on-site support, remote desktop tools, diagnostic testing, installation, replacement, and repair.
• Set up and configure computers and related equipment for new users and assist with workstation relocations as needed.
• Administer user accounts and access across various systems, including Active Directory and RSA SecurID.
• Troubleshoot and support Microsoft 365 applications and services, including One Drive and Exchange.
• Monitor, document, update, and resolve support requests through the help desk ticketing system.
• Provide IT support in accordance with applicable company and government policies, standards, and security requirements.
• Escalate issues to engineers, developers, analysts, or other IT personnel when appropriate.
• Interface with vendors and perform other IT or administrative duties as assigned.

Required Qualifications

• High school diploma or equivalent
• Two or more years of experience in a Help Desk, Desktop Support, or similar IT support role
• Working knowledge of Windows 11, Microsoft 365 applications and services, and common desktop hardware and peripherals
• Experience troubleshooting hardware, software, application, and connectivity issues
• Strong customer service, verbal, and written communication skills, with the ability to patiently and clearly assist users with varying levels of technical proficiency
• Ability to prioritize and manage multiple support requests in a fast-paced environment
• Detail-oriented with the ability to work independently and as part of a team
• Ability to lift and carry up to 30 pounds with or without reasonable accommodation
• Availability to provide support during nights, weekends, and holidays, as needed
• U.S. Citizenship required; must be able to successfully pass a background investigation prior to start date

Preferred Qualifications

• One or more relevant IT certifications, such as CompTIA A+, Network+, or Security+
• Experience with Windows environments, Active Directory, and Group Policy
• Experience with VMware Horizon and virtual desktop infrastructure (VDI) environments
• Experience with RSA SecurID, Palo Alto Networks, and Global Protect

Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. COLSA Corporation is an Equal Opportunity Employer, Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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The salary range, if referenced, represents a good faith estimate. COLSA considers various factors when determining base salary offers, but not limited to, location, the role, function and associated responsibilities, a candidate's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.

COLSA offers a comprehensive and customizeable benefits program which includes Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, Accidental Death & Dismemberment, Supplemental Income Protection Programs, 401(k) with company match, Flexible Spending Accounts, Employee Assistance Program, Education & Certification Reimbursement, Employee Discount Program, Paid Time Off and Holidays.

This position will be posted for a minimum of 3 business days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.