Desktop Support Analyst

This role demands someone who can work independently, remain productive without close supervision, and communicate effectively in a remote environment. Most importantly, they’re looking for someone trustworthy, driven, and eager to do the job right while taking initiative.

• Provide level 1 and 2 support to local and remote offices
• Provide support via walk-up, phone, chat, and email
• Resolve all first and second level support requests
• Document incidents and problems in Halo and escalation to the appropriate teams when required
• Serve as the technical liaison to all users’ company wide, able to resolve technical issues within the desktop computing environment
• Train users on how to use hardware and software where necessary
• When downtime, which is rare, document new procedures and processes within technician knowledgebase

• Demonstrated experience resolving level 1 and 2 technical issues in a M365 cloud environment which includes:
• Entra  (MFA resets, conditional access issues, device registration issues, SSO TS, review sign-in logs)
• Outlook (TS login issues, fixing mailbox sync issues, managing shared mailboxes, helping set up calendar permissions, recovering deleted items)
• Exchange Online (managing distribution groups, shared mailbox permissions, delegation, mail flow rules, message trace)
• One Drive (sync errors, file restore, missing files, sharing issues, conflicts between desktop and cloud versions)
• SharePoint (user permissions, access denied errors, syncing libraries to One Drive, document sharing)
• Teams (sign in problems, microphone/camera issues, meeting TS, channel/team access, permission and guest access)
• Intune (device compliance issues, app deployment failures, wipe/retire lost devices, TS conditional access, patching and security baseline issues)
• Defender (spam/phishing quarantine, investigating blocked email, URL rewrite issues, safe links/safe attachment issues)
• 5+ years of experience working with Windows 11 OS
• Must be familiar with ITIL, Hardware Life Cycle Management, Change Management, Incident Management
• Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools
• Able to assist users with connectivity issues, ensuring they can access network resources and the internet
• Able to identify and resolve issues related to DNS and DHCP such as incorrect IP addresses, domain name resolution failures, or DHCP server outages

• Demonstrates a strong sense of urgency in figuring out where technical support gaps are, taking initiative to improve
• Strong interpersonal skills at all levels and ability to apply skills and techniques to solve problems
• Excellent teamwork and collaboration skills
• Ability to establish and maintain a high level of user trust and confidence and manage client expectations
• Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals
• Ability to work with minimal direction – no manager looking over your shoulder
• Must be good at following established processes and procedures; detail oriented mindset required

This is a Contract position based out of Sterling, VA.

This is a fully onsite position in Sterling, VA.

The pay range for this position is $30.00 - $40.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position is anticipated to close on Jun 6, 2026.

The company is an equal opportunity employer and will consider all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.