Senior Help Desk Analyst

About NFF

Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services.   Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).  

NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a "Cisco Top-5 Mid-Atlantic SLED Partner" in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.

NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications.
About this Position / ResponsibilitiesNFF, Inc. is seeking a Senior Help Desk Analyst for one of our premier DC customers. The Help Desk Analyst provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the customer and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Duties & Responsibilities:

• Respond to service requests and service incidents reported by staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
• Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
• Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
• Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
• Interact with network team and application development teams to restore services and/or identify and correct issues.
• Simulate or re-create user problems to resolve incidents.
• Recommend system modifications to reduce user problems and service incidents.

Qualifications

Qualifications:

• Required Experience - At least five (5) years of experience in the following:
  • Providing help desk support for the Windowsoperating system,Windows-based applications and databases, and AD account management.
  • Providing help desk supportfor iOS devices, iOS-based applications, and iCloud accountmanagement.
  • Configuring, imaging,and deploying Windowsbased laptops, printers, and desktop assets.
  • Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
  • ITIL v4 Foundation
  • CompTIA A+ certification
• Preferred Experience - At least five (5) years of experience in the following:
  • Endpoint protection and management toolssuch as CiscoAMP, Absolute, or HP SureClick;
  • IT asset management andtracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.

NFF Disclosures

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

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