Title: L2 Helpdesk Analyst (Desktop Support)

Location: McLean, Virginia - Hybrid

Here’s What You’ll Do:

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
• Ability to triage tickets and troubleshoot independently.
• Install and support desktop software for corporate laptops.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Document and resolve all tickets in a timely manner, adhering to established SLAs.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”).

Requirements:

• Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
• Experience in Endpoint services (Intune for iOS).
• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed.
• Experience working in an IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac laptop.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple MacBook.
• Be highly motivated, able to work with minimal supervision, and adapt to changes as needed.