Help Desk Analyst

2 weeks ago


Reston, United States Robert Half Full time

Job Description:

We are currently seeking a dedicated Help Desk Technician with a strong customer service mindset to join our team. This position offers an exciting opportunity to provide technical support to a diverse range of end-users, across various functions of our business. As a Help Desk Technician, you will be responsible for handling a high volume of calls, monitoring network performance, and providing exceptional support using a Jira ticketing system. The ideal candidate will have at least one year of help desk experience, along with certifications such as Network+ or Security+.


Responsibilities:

  1. Provide top-notch technical support to end-users via phone, ensuring timely resolution of issues and maintaining a high level of customer satisfaction.
  2. Handle 15 to 25 calls per day, assisting users with various technical issues related to Microsoft Windows operating systems, Office 2016 programs, and other software applications.
  3. Monitor network performance and troubleshoot connectivity issues as needed.
  4. Utilize the Jira ticketing system to log, track, and prioritize support requests, ensuring accurate documentation and resolution of all reported issues.
  5. Install, configure, and support Microsoft Windows operating systems and Office 2016 programs on end-user devices.
  6. Collaborate with other IT teams to escalate and resolve complex technical issues in a timely manner.
  7. Maintain confidentiality and security of sensitive information in accordance with company policies and procedures.
  8. Demonstrate a strong commitment to customer service and teamwork, fostering a positive and collaborative work environment.
  9. Exhibit a willingness to learn and grow within the organization, taking advantage of opportunities for professional development and career advancement.
  10. Adhere to company policies and procedures, including attendance and punctuality requirements.

Requirements:

  1. Minimum of one year of experience in a help desk or technical support role.
  2. Strong customer service mindset with excellent communication skills.
  3. Certifications such as Network+ or Security+ are strongly preferred.
  4. Proficiency in installing, configuring, and supporting Microsoft Windows operating systems and Office 2016 programs.
  5. Experience with monitoring network performance and troubleshooting connectivity issues.
  6. Ability to handle a high volume of calls while maintaining professionalism and efficiency.
  7. Must be able to work onsite in Reston, VA, five days a week.
  8. Demonstrated commitment to long-term employment and career growth within the organization.
  9. Strong team player with a positive attitude and willingness to collaborate with others.

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • Dynamic and collaborative work environment.
  • Commitment to employee loyalty and tenure.
  • Free parking


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