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Help Desk Technician/ Analyst

Hybrid in Washington, DC, US • Posted 60+ days ago • Updated 20 hours ago

Full Time

On-site

90000/yr

Innosoft Corporation

Fitment

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Job Details

Skills

Associate or bachelors degree in information technolo

Summary

Help Desk Technician/ Analyst

Overview

Join Innosoft as a Help Desk Technician/ Analyst and become a vital part of our team on the IDIQ project for the National Endowment for the Arts (NEA). In this role, you will be the frontline of support, addressing and resolving a diverse range of technical issues for NEA staff. Your expertise in IT support and customer service will contribute significantly to the mission of advancing artistic excellence and innovation. This role is not just about fixing problems; it's about empowering NEA's mission through reliable and efficient IT support.

This is a 100% on-site position at NEA office building at 400 7th St SW, Washington, DC 20506.

Responsibilities

Provide comprehensive Tier 1 and Tier 2 IT Service Desk support to NEA employees and contractors.
Respond to service requests via telephone, email, voicemail, and direct walk-ups, ensuring timely and effective resolution.
Manage and troubleshoot issues related to various technologies including Windows and Apple OS, Microsoft Office, Adobe products, VOIP telephones, network services, video teleconferencing tools, email support, VPN, and secure remote access solutions.
Maintain and support a range of devices such as desktop computers, laptops, tablets, smartphones, printers, scanners, and other peripherals.
Ensure compliance with Information Security and Privacy Awareness training and adhere to USGCB and DISA STIGS standards.
Utilize service desk ticketing and tracking systems effectively, maintaining accurate records of all interactions and resolutions.
Participate in hardware moves, setup, and presentation support as needed.
Provide training and guidance to users on various applications and systems.
Collaborate with NEA's OITM and other teams to maintain, update, and improve IT services and processes.

Requirements

Required Education and Experience

Associate or bachelor?s degree in information technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement on a year-for-year basis.
Proven experience in IT help desk support or a similar role, demonstrating ability to handle both Tier 1 and Tier 2 support issues.
Strong familiarity with Windows and Apple operating systems, Microsoft Office suite, Adobe Acrobat, and various web browsers.

Experience in supporting VOIP telephones, video teleconferencing tools (Zoom, Microsoft Teams), and VPN solutions.
Knowledge of service desk ticketing systems, preferably experience with Crow Canyon or similar platforms.
Understanding of Active Directory, Office 365, and basic network support.
Excellent problem-solving skills and ability to provide hands-on support for a variety of IT issues.
Strong communication skills, with an emphasis on providing exceptional customer service.
Ability to work in a team and independently in a fast-paced environment.
Any relevant certifications, such as CompTIA A+, Network+, ITIL, or Microsoft Certified Professional (MCP), would be advantageous.
Must be able to complete Information Security, Incident Response, and Privacy Awareness training as per NEA requirements.
Familiarity with healthcare or government sector projects are a plus.
Specific Experience in the below tools are Desirable:

o Experience with MDM tools, Preferably Intune

o Experience with ticketing systems ? Crow Canyon, Service Now, Jira

o Experience with Intune - Packaging applications, remediating vulnerabilities

o Experience with Intune autopilot

o Experience with Azure active directory

o Experience with creating a security group in the active directory

o Hands on experience with Microsoft 365 admin center, exchange and defender

o VPN troubleshooting experience - ZScalar

o Experience with SharePoint access management

o Remote Troubleshooting a PC

o Additional Hands-on experience with AD, Defender, O365 Platform tools

o Experience with MacOS, AVs, call center environment

o Experience with Remote user support

o Experience in Antivirus Scanning Tool

Benefits

Standard Employee Benefits.

50% Health Insurance Paid by Innosoft, Paid Vacation, 401K Match, STD LTD and AD&D paid by Innosoft. See attached Innosoft Benefits Guide.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10204132
Position Id: 600000002419168
Posted 30+ days ago

Company Info

About Innosoft Corporation

Founded in 2001, Innosoft has been a leading provider of IT services to federal and state government agencies as well as commercial enterprises.

We have developed our reputation for providing innovative, high-quality, and low-cost solutions by following the Innosoft Way, which is founded on the following building blocks

VISION
Inspire Innovation to build Client value for Life.

MISSION
Innosoft provides data and application solutions through traditional and cloud models that strengthen and modernize governmental health IT systems that support the delivery at lower cost and higher quality of care for all Americans.

VALUES
Integrity, Teamwork, Leadership, Passion for Excellence, Customer Satisfaction, Commitment and Accountability, Innovation, Caring and Humane approach towards staff.

INTEGRITY
“Ethics, trust, fairness, transparency and honesty”

We conduct all business activities honestly, truthfully and ethically. We treat everyone with dignity and respect. We earn and value the trust that we receive from our customers and colleagues through our actions, and we live up to the responsibility that comes with that trust.

COMMITMENT AND ACCOUNTABILITY
“Embrace the objectives of Client”

We believe in making commitments and being held accountable for fulfilling the commitments we make. We focus on results, not on activities.

PASSION FOR EXCELLENCE
“Relentless pursuit towards achieving better results every time”

We believe that the skills and talents of our employees are the lifeblood of our business success.

We are totally committed to recognizing superior individual and team performance and assuring that business success brings with it the opportunity for personal and professional growth

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Software Engineer(Systems Administrator) Project Identifier SC Client South Carolina Agency State of South Carolina Location Hybrid ( 4 days in office and 1 day Remote) Location: 1801 Main Street, Columbia, South Carolina, USA, 29201. Candidate location: Candidate must be a CURRENT SC resident. No relocation allowed Contract Duration 12 Months Interview Type Online Visa Requirements The candidate will have to be on Innosoft W2. At least 6 months of valid work authorization (Citizen, OPT-EAD, -EA

Third Party, Contract

130000

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