Help Desk Analyst
Atollo Ts, Baltimore, MD, United States
Overview
ATOLLO is seeking candidates for its Help Desk Analyst position located in Patuxent River, MD. This position is the first line of support with duties focused on troubleshooting, user support, and documentation. Job responsibilities include:
Core Duties
Respond to user issues via phone, email, or ticketing systems
Log, track, prioritize, and resolve support tickets
Diagnose and troubleshoot hardware, software, and basic network problems
Reset passwords and manage user accounts
Install, configure, and update software and operating systems
Communicate system outages, interruptions, and downtime to supervisors and end-users in a timely manner.
Administrative and Documentation Tasks
Enter and update tickets with detailed notes and resolution steps
Submit and manage access requests (e.g., SAAR\'s)
Follow standard operating procedures and compliance requirements
Escalate unresolved issues to Tier 2 or Tier 3 support
Conduct comprehensive inventory of computers, monitors, keyboards, etc.
Review and validate data within the NMCI Enterprise Tool (NET) to ensure accuracy of delivery orders and proper resource allocation, including support for equipment technical refresh initiatives.
User Support and Communication
Support NMCI moves, adds, and changes (MACs) to maintain operational readiness.
Assist with the installation, configuration, testing, and troubleshooting of hardware, software, and network components.
Assist with asset inventory management and related duties.
Guide users through solutions step-by-step
Provide basic training on systems and applications
Communicate clearly and professionally with non-technical users
Requirements for the Help Desk Analyst To excel as the Help Desk Analyst, you must possess:
U. S. citizenship
Two (2) years of experience in help desk support, network troubleshooting, critical thinking, analytical, and problem-solving skills.
CompTIA Security+ Certification
Active Security Clearance
Bachelor\'s degree is preferred
Excellent oral communication, organization, and people skills and a passion for identifying solutions to the customer\'s problems.
Self-motivated with the ability to work independently and manage tasks with minimal supervision.
Ability to sit and work at a computer for extended periods during the shift entering data.
Team-oriented mindset with excellent collaboration skills.
Strong research and analytical capabilities
Salary range: 35,000.00 up to $50,000 annually.
Apply now to pursue this opportunity. Benefits information is not provided in the job description.
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Core Duties
Respond to user issues via phone, email, or ticketing systems
Log, track, prioritize, and resolve support tickets
Diagnose and troubleshoot hardware, software, and basic network problems
Reset passwords and manage user accounts
Install, configure, and update software and operating systems
Communicate system outages, interruptions, and downtime to supervisors and end-users in a timely manner.
Administrative and Documentation Tasks
Enter and update tickets with detailed notes and resolution steps
Submit and manage access requests (e.g., SAAR\'s)
Follow standard operating procedures and compliance requirements
Escalate unresolved issues to Tier 2 or Tier 3 support
Conduct comprehensive inventory of computers, monitors, keyboards, etc.
Review and validate data within the NMCI Enterprise Tool (NET) to ensure accuracy of delivery orders and proper resource allocation, including support for equipment technical refresh initiatives.
User Support and Communication
Support NMCI moves, adds, and changes (MACs) to maintain operational readiness.
Assist with the installation, configuration, testing, and troubleshooting of hardware, software, and network components.
Assist with asset inventory management and related duties.
Guide users through solutions step-by-step
Provide basic training on systems and applications
Communicate clearly and professionally with non-technical users
Requirements for the Help Desk Analyst To excel as the Help Desk Analyst, you must possess:
U. S. citizenship
Two (2) years of experience in help desk support, network troubleshooting, critical thinking, analytical, and problem-solving skills.
CompTIA Security+ Certification
Active Security Clearance
Bachelor\'s degree is preferred
Excellent oral communication, organization, and people skills and a passion for identifying solutions to the customer\'s problems.
Self-motivated with the ability to work independently and manage tasks with minimal supervision.
Ability to sit and work at a computer for extended periods during the shift entering data.
Team-oriented mindset with excellent collaboration skills.
Strong research and analytical capabilities
Salary range: 35,000.00 up to $50,000 annually.
Apply now to pursue this opportunity. Benefits information is not provided in the job description.
#J-18808-Ljbffr