HelpDesk Analyst
About The Position
This role is for an Onsite/Local HelpDesk Analyst with over 10 years of experience. The position requires expertise in CompTIA A+, Network+, ITSM, ServiceNow, desktops, laptops, Windows/MacOS, TCP/IP, DNS, VPN, and Active Directory/Azure AD. The role is primarily on-site in Colonial Heights, VA, with a duration of 12 months. Interviews will be conducted in person only. Local candidates are strongly preferred. The position involves identifying and resolving technical requests, maintaining detailed logs in an ITSM system, performing remote troubleshooting, escalating issues when necessary, and contributing to a knowledge base. The ideal candidate will possess strong technical skills in operating systems, software suites, networking, identity management, and hardware, along with excellent communication, empathy, active listening, and multitasking abilities. The company is committed to clear expectations, constant growth, constructive feedback, and providing resources for success.
Requirements
- Associate's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
- Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).
- Basic understanding of IT security principles and data privacy standards.
- Proficiency in Windows 10/11 and macOS environments.
- Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.
- A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
- Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).
- Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.
- Communication Skills: The ability to translate "tech-speak" into helpful instructions for non-technical users.
- Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
- Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe.
- Clear Communication: The "Translate Tech-to-Human" skill—explaining complex fixes in simple, jargon-free language.
- Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.
- 3 Years of Empathy & Patience.
- 3 Years of performing other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.
- 3 Years of Active Listening.
- 3 Years of Clear Communication.
- 3 Years of Multitasking.
Nice To Haves
- CompTIA A+, Network+, or Google IT Support Professional Certificate.
- A background in Help Desk technical support, ideally in an academic or corporate setting.
Responsibilities
- Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.
- Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).
- Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.
- Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.
- Contribute to our internal "How-To" guides to help users (and the team) help themselves.
- Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.
Benefits
- Frequent, constructive feedback
- Interim evaluations to track progress
- Resources to master your role and hit performance goals
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
