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Help Desk Analyst

Hunter Gibbons - CHURN
Bethesda, MD
Expired: over a month ago Applications are no longer accepted.
  • $55,000 Yearly
  • Full-Time
Job Description

Our client is seeking a Help Desk Analyst (Tier 1) to add to the team. The ideal candidate will have a couple years of IT support experience and some exposure to Office 365.

This is a permanent position.

Key Roles and Responsibilities

  • Address user tickets regarding hardware, software, and networking.
  • Walk users through installing applications and computer peripherals
  • Guide users with simple, step-by-step instructions, Ask targeted questions to diagnose the problem when necessary.
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Customize desktop applications to meet user needs
  • Record technical issues and solutions in logs
  • Direct unresolved issues to the next level of support personnel
  • Follow up with users to ensure their systems are functional
  • Report user feedback and potential product requests to senior staff.
  • Help create technical documentation and manuals
  • Setup of all new users both accounts and desktop/ laptop environments
  • Responsible for the standard build of all desktops and maintenance of all printers/copiers
  • Maintain basic aspects of IP phone system.
  • Assist in basic networking issues, and be able to run cables neatly and terminate all ends.
  • In charge of inventory and ensuring storage room is kept in an organized manner
  • Mobile device management


  • Associate / Bachelor's degree or equivalent work experience
  • MCP, A+ or Network+ would be desirable.
  • Minimum 1-year previous IT Service Desk
  • Strong customer service focus and experience.
  • Strong analytical and problem-solving skills.
  • Excellent organizational skills.
  • Excellent oral and written communication skills
  • Strong interpersonal and communication skills with excellent telephone manner.
  • Ability to communicate effectively with all levels of personnel within the Firm.
  • Ability to effectively document in detail, events pertaining to open issues.
  • Hands-on experience with Windows/Linux/Mac OS environments Knowledge of VMware
  • Strong knowledge of Microsoft office suite - Outlook, Word, Excel, PowerPoint and document management systems.
  • Experience with office 365 is a must
  • Knowledge of network security practices and anti-virus programs
  • Knowledge of Microsoft server operating systems and Active Directory (reset passwords, unlock accounts, create a new user).
  • Knowledge of HP& Dell hardware, iPads, iPhones, Androids, MDM, RDP & VPN tools.
  • A self-motivated achiever who gains satisfaction from providing excellent customer service.

**For immediate consideration contact:**


Hunter Gibbons - CHURN

Bethesda, MD
20810 USA



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