Helpdesk / Service Desk Analyst - Insurance Company

1 day ago


Reston, Virginia, United States Evolution Recruitment Solutions, USA Full time
Job Title: Helpdesk / Service Desk Analyst

We are seeking a highly motivated and experienced Helpdesk / Service Desk Analyst to join our team. As a Helpdesk / Service Desk Analyst, you will be responsible for providing exceptional technical support to our users, troubleshooting hardware and software issues, and maintaining desktops, laptops, and peripheral devices.

Key Responsibilities:
  • Provide 1st and 2nd line support for users via phone, email, and ticketing system.
  • Troubleshoot hardware and software issues related to Microsoft environments, including Windows 10/11, Office 365, and Active Directory.
  • Install, configure, and maintain desktops, laptops, and peripheral devices.
  • Resolve network connectivity issues (LAN/WAN, VPN, etc.).
  • Support and troubleshoot remote working environments (VPN, remote desktop, etc.).
  • Maintain and update system documentation and user guides.
  • Escalate unresolved issues to 3rd line or external vendors when necessary.
  • Assist with user onboarding, including account setup and IT orientation.
  • Manage Microsoft Active Directory user accounts (creation, modification, and deletion).
  • Collaborate with the IT team to improve internal systems and procedures.
Your Skills and Experience:
  • Proven experience in a helpdesk or service desk role (1st and/or 2nd line).
  • Strong technical knowledge of Microsoft products and environments (Windows OS, Office 365, Active Directory, etc.).
  • Understanding of basic networking (TCP/IP, DNS, DHCP).
  • Familiarity with ticketing systems and remote desktop tools.
  • Excellent problem-solving skills with a proactive attitude.
  • Strong communication skills, with the ability to explain technical issues to non-technical users.
  • Ability to work independently and as part of a team in a fast-paced environment.
Why this role?
  • Be part of a rapidly expanding and innovative company.
  • Opportunities for career growth and development.
  • Supportive and collaborative work culture.
  • Competitive salary and benefits package.

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