Tier 2-3 Help Desk Analyst - M

Tier 2-3 Help Desk Analyst, Centreville, VA

We are looking for a Tier 2-3 Help Desk Analyst for the Helpdesk. We are looking for candidates with 4-5 years of experience that are comfortable with going on-site to clients. The Help desk does not typically go on-site; however, we are looking for individuals that are interested in growth. We are hoping this candidate will have enough experience to easily transition into a Client Consultant role within 6 to 9 months of working on the Helpdesk.

This position will require training every day in the office. Once training is completed (varied time depending on candidate s skills), we will move into a hybrid schedule with 3 days in the office and 2 days remote. This candidate does not need to have MSP experience; however, it is helpful for this role.

Tier 2-3 Help Desk Analyst Responsibilities:

- Support clients with technical issues involving Microsoft s core business applications, Cloud offerings and virtual environments.

- Remote troubleshooting workstations, networks and servers.

- Manage and support disaster recovery and business continuity solutions.

- Technical support of networking equipment: WAN and LAN Connectivity, Routers, Firewalls and Security.

- Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

- Maintain and documentation for hardware, applications and SOP s.

- Communication with Clients to keep them informed of incident progress or notification of impending changes or agreed outages.

- Enjoy working in a team environment and communicate effectively.

Tier 2-3 Help Desk Analyst Qualifications:

- and willing to take a drug test and undergo a background check.

- Associates/Bachelor s Degree in IT or related field.

- Knowledge of the full stack of Microsoft desktop and server applications as well as Office 365.

- Experience with Mac devices.

- IT Certifications: Microsoft MCP or CompTIA A+.

- Knowledge of applications like A.E.C. field such as AutoCAD and Revit.

- Technical Awareness: able to match resources to technical issues.

- Diagnosis skills of technical issues.

- Excellent interpersonal skills; someone who enjoys working with people, has excellent telephone skills, and an active listener and customer care.

- Managed Service Provider (MSP) experience is a plus.

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