Enterprise Service Desk Analyst
ASTRION, INC., Columbia, MD, United States
Overview
Enterprise Service Desk Analyst
LOCATION:
Columbia, MD
JOB STATUS:
Full-time
CLEARANCE:
Secret (Minimum)
CERTIFICATION:
Sec+ (Minimum)
TRAVEL:
Less than 10%
Astrion has an exciting opportunity for an
Enterprise Service Desk Analyst .
REQUIRED QUALIFICATIONS / SKILLS Education/Experience: Bachelor's degree in Computer Science, Engineering or relevant field with 2+ years of IT-related work experience OR Associates degree in Computer Science or related field and 5+ years related experience Current relevant IT Industry (minimum CompTIA Security+) and Environment certification(s) (Cloud+, MS Certified Solutions Associate (MCSA/MCSE), CCNA, Azure, and/or other relevant certifications) that meet DoD 8140 requirements. In addition to the education/experience requirements above: Minimum of 2 years' experience as a help desk technician or other IT customer support role required. Solid understanding of computer systems, mobile devices, and other tech products Ability to diagnose and resolve basic IT technical issues Ability to work in different environments (on-prem Windows & cloud-based Microsoft Office 365 & Azure Gov) Experience using tools including, but not limited to, Microsoft Defender, Intune, Remote Support, and Microsoft Entra ID Experience with Windows 11 Excellent communication skills Customer-oriented and cool-tempered Active Security Clearance (minimum level: Secret) DESIRED QUALIFICATIONS / SKILLS
Experience with ManageEngine ServiceDesk Pro and Beyond Trust Remote Support Experience with Property/Asset Management Background of system administration with Linux (RHEL preferred) and Windows Server OS Background of Enterprise Network Administration Experience with Microsoft Azure or AWS Cloud Tenant administration RESPONSIBILITIES
Duties include, but are not limited to:
Workstation set-up and configuration (installing OS, install updates, provision workstation in Azure) Configuring, maintaining, and troubleshooting company laptop/desktop systems and related IT equipment peripherals Provide end-user assistance for workstation issues Manage Help Desk tickets in a timely manner Help users with software installations Help users with access to their accounts (password resets, etc.) Help users reconnect phones or add new phones for multi-factor authentication Help users with connection issues (e.g., VPN connectivity, access to Office 365 accounts) Help new users setup their computers on Day 1 (initial set-up of Multi-Factor Authentication; Set-up of Office 365 accounts; etc.) Printing assistance (help users that have trouble connecting to printers) Troubleshoot common hardware and software issues Provide users with their initial login credentials prior to onboarding Assist users with their desk phones (e.g., physical phones, soft phones) Assist with asset management and configuration management software tools Interface with internal IT and company organizations Cyberoperations - assist Cyber Ops team as needed to resolve cyber issues involving end users (e.g., help remediate detected virus or malware; identify who the users are for devices that exhibit suspicions behavior) Enterprise Infrastructure group: collect and relay user requirements to this group (e.g., communicate special hardware or software needs being requested by end users); assist with implementation of requirements in the overall IT infrastructure (e.g., Tier 1/Tier 2 support to infrastructure upgrades) Cybersecurity Compliance - assist Cyber Compliance team with audits and reviews and collecting evidence of cybersecurity controls Position requires Monday thru Friday on-site work at our corporate office in Columbia, MD.
Enterprise Service Desk Analyst
LOCATION:
Columbia, MD
JOB STATUS:
Full-time
CLEARANCE:
Secret (Minimum)
CERTIFICATION:
Sec+ (Minimum)
TRAVEL:
Less than 10%
Astrion has an exciting opportunity for an
Enterprise Service Desk Analyst .
REQUIRED QUALIFICATIONS / SKILLS Education/Experience: Bachelor's degree in Computer Science, Engineering or relevant field with 2+ years of IT-related work experience OR Associates degree in Computer Science or related field and 5+ years related experience Current relevant IT Industry (minimum CompTIA Security+) and Environment certification(s) (Cloud+, MS Certified Solutions Associate (MCSA/MCSE), CCNA, Azure, and/or other relevant certifications) that meet DoD 8140 requirements. In addition to the education/experience requirements above: Minimum of 2 years' experience as a help desk technician or other IT customer support role required. Solid understanding of computer systems, mobile devices, and other tech products Ability to diagnose and resolve basic IT technical issues Ability to work in different environments (on-prem Windows & cloud-based Microsoft Office 365 & Azure Gov) Experience using tools including, but not limited to, Microsoft Defender, Intune, Remote Support, and Microsoft Entra ID Experience with Windows 11 Excellent communication skills Customer-oriented and cool-tempered Active Security Clearance (minimum level: Secret) DESIRED QUALIFICATIONS / SKILLS
Experience with ManageEngine ServiceDesk Pro and Beyond Trust Remote Support Experience with Property/Asset Management Background of system administration with Linux (RHEL preferred) and Windows Server OS Background of Enterprise Network Administration Experience with Microsoft Azure or AWS Cloud Tenant administration RESPONSIBILITIES
Duties include, but are not limited to:
Workstation set-up and configuration (installing OS, install updates, provision workstation in Azure) Configuring, maintaining, and troubleshooting company laptop/desktop systems and related IT equipment peripherals Provide end-user assistance for workstation issues Manage Help Desk tickets in a timely manner Help users with software installations Help users with access to their accounts (password resets, etc.) Help users reconnect phones or add new phones for multi-factor authentication Help users with connection issues (e.g., VPN connectivity, access to Office 365 accounts) Help new users setup their computers on Day 1 (initial set-up of Multi-Factor Authentication; Set-up of Office 365 accounts; etc.) Printing assistance (help users that have trouble connecting to printers) Troubleshoot common hardware and software issues Provide users with their initial login credentials prior to onboarding Assist users with their desk phones (e.g., physical phones, soft phones) Assist with asset management and configuration management software tools Interface with internal IT and company organizations Cyberoperations - assist Cyber Ops team as needed to resolve cyber issues involving end users (e.g., help remediate detected virus or malware; identify who the users are for devices that exhibit suspicions behavior) Enterprise Infrastructure group: collect and relay user requirements to this group (e.g., communicate special hardware or software needs being requested by end users); assist with implementation of requirements in the overall IT infrastructure (e.g., Tier 1/Tier 2 support to infrastructure upgrades) Cybersecurity Compliance - assist Cyber Compliance team with audits and reviews and collecting evidence of cybersecurity controls Position requires Monday thru Friday on-site work at our corporate office in Columbia, MD.