Help Desk Analyst

Global Science & Technology • Full-time • Remote (Arlington, VA, US) • 3m ago

Global ScienceTechnology, Inc. (GST) is seeking a Help Desk Analyst This position is located in Arlington (Crystal City), VA but is approved for a hybrid model of onsite and telework.

The Help Desk Analyst will provide second-tier help desk support for the NRESS contract staff and for NASA peer review panel meetings as part of the NASA Research and Education Support Services contract. Coordinate laptop/desktop maintenance, delivery, and installation of new IT equipment. Provide user support for applications. Respond, research, and resolve any questions or issues about the operation of the desktop, operating system, and applications. Report and escalate networking issues to the LANWAN Analysts. Answer Help Desk calls and e-mails professionally and courteously. Communicate effectively with end-users. Conduct testing for user application updates, operating systems, and utility packages.

Position Summary:

Provide Helpdesk Support via telephone, emails, and personal contact
Image and Deploy desktop and laptops
Manage updates and installation
Log and manage outages; accurately and completely document incident information
Follow up on open trouble tickets to final resolution
Provide user training and assist when needed
Conduct quality assuranceEndpoint Protection
Keep management and peers updated on recurring issues.
Provide support for Cross Platform Networking
Research IT Issues and act as secondary support for Video Projection System

The applicant's home office will be designated as the official duty station. However, office space will be provided in Arlington (Crystal City) should the applicant prefer to work on-site. For in-person support, the position will require travel to the Arlington (Crystal City), VA offices approximately 3x-4x per month. Reimbursement for commuting costs will not be available.

Required Education/Experience/Skills:

High School Diploma or G.E.D.
5 years of relevant experience with customer IT or IT Help Desk support.

Experience working with PC and Macs
Excellent customer service attitude
Excellent oral and written communication skills

Selected applicants will be subject to a government background investigation.

GST offers competitive salaries; vacation, sick, and holiday leave; major medical, dental, life, long-term, and short-term disability insurance; 401K retirement plan; tuition assistance; and opportunities for employee career growth and development.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, and gender identity. GST is an Equal Opportunity/Affirmative Action Employer.