Job Title: Help Desk Analyst II

Location: Alexandria, VA

Position Type: Contract to Hire

Schedule: Hybrid - Flexible - 3 days minimum onsite however some weeks might require more of an onsite presence.

Job Description:

The Help Desk Analyst II plays a critical role in providing technical support and ensuring a superior user experience for our internal and external stakeholders. This role requires a combination of technical proficiency, excellent communication skills, and a commitment to delivering timely solutions to user issues.

Key Responsibilities:

- Provide timely and effective technical support to users via telephone, email, chat, and ticketing system.

- Troubleshoot and resolve desktop, application, telephony, and network issues with a focus on minimizing downtime and maximizing user productivity.

- Set up, repair, upgrade, and troubleshoot computer hardware, software, and peripherals.

- Maintain an accurate inventory of equipment, software applications, and licenses.

- Ensure compliance with service level agreements (SLA) by responding to and resolving service desk requests in a timely manner.

- Escalate unresolved issues to the appropriate agents and follow up until resolution.

- Proactively offer recommendations, assistance, and solutions to improve the user experience.

- Support asset acquisition, installation, configuration, and maintenance.

- Manage and support various cloud-based applications.

- Provide audio/visual support for meetings, webinars, and conferences.

- Document and communicate confirmed issues to engineering teams and key stakeholders.

- Conduct training sessions for end users to improve their technology competency.

- Contribute to the development of job aids, knowledge base articles, and operating mechanisms.

- Manage and enhance the configuration of internal case management software.

- Monitor, maintain, and update network printers and other devices.

- Assist with onboarding and offboarding of employees and contractors.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or related field preferred.

- 3 years of experience in a technical support role, preferably in a help desk environment.

- Proficiency in Citrix Technologies, Database management, EO/IR systems, Lotus Notes, Microsoft products, and Active Directory.

- Strong problem-solving skills and ability to troubleshoot technical issues independently.

- Excellent communication and interpersonal skills.

- Ability to prioritize and manage multiple tasks in a fast-paced environment.

- Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent are a plus.