Service Desk Support Specialist

19 hours ago

Reston, Virginia, United States HASI Full time

Job Summary

The Service Desk Analyst plays a critical role in ensuring the smooth operation of our IT systems and providing exceptional support to our end-users. As the primary point of contact for IT and customer support, this individual will be responsible for receiving, prioritizing, and resolving end-user support requests in a timely and efficient manner.

Key Responsibilities

  • Provide prompt and responsive in-person and remote end-user IT support, with a focus on delivering an exceptional customer experience
  • Respond to IT support requests submitted through various channels, including email, trouble tickets, phone, and in-person
  • Evaluate and escalate requests when necessary, ensuring timely and documented resolution
  • Provide personalized support to end-users, addressing both simple and complex requests with professionalism and attention to detail
  • Identify and triage business-critical issues, including security events and outages, to minimize downtime and ensure continuity
  • Support the configuration and management of Windows 10 and Windows 11 desktop environments, as well as SaaS applications and related user accounts and access privileges
  • Configure workstations, desktop peripherals, and other user-facing technology to ensure optimal performance and user experience
  • Perform on-boarding and off-boarding processes, including equipment sourcing and assignment, and new hire training/orientations
  • Support technology throughout the office, including collaboration tools, audio and video equipment, and conference room technology
  • Support mobile computing, including phones, tablets, laptops, VPN, and Wi-Fi
  • Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained
  • Support email, file server, printing, and other day-to-day operational needs of users
  • Provide computer and software training, preparing training materials as needed
  • Configure and deploy software installation and update packages
  • Diagnose, research, repair, resolve, and document hardware and software issues
  • Troubleshoot computer networking issues
  • Perform PC upgrades, including asset management, OS installation, profile migration, and data security
  • Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours as needed

Requirements

  • 2+ years' experience configuring and servicing computer hardware
  • 2+ years' experience configuring and managing Windows operating systems
  • 2+ years' supporting professional environments
  • Exceptional customer service orientation
  • Experience supporting VIPs or providing customer support in high-stakes, high-expectation environments
  • Experience working with a ticketing system
  • Working knowledge of modern operating systems
  • CompTIA A+ or Network+, or other comparable certification preferred
  • Working knowledge of Microsoft 365 product configuration, including Outlook, Word, and Excel
  • Experience working with remote support tools
  • Experience using configuration or mobile device management tools preferred
  • Excellent interpersonal (verbal and written) communication skills
  • Highly motivated and self-directed
  • Ability to manage multiple priorities and quickly assess and adjust to changing priorities
  • Ability to quickly identify and resolve technical problems or escalate without delay

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