We are looking for a skilled and customer-focused Help Desk Analyst I to join our team in Reston, Virginia. In this role, you will provide essential technical support, addressing hardware and software issues while ensuring seamless day-to-day operations. This is a long-term contract position offering an excellent opportunity to grow your expertise in IT support within the non-profit industry.<br><br>Responsibilities:<br>• Manage incoming support tickets, resolving hardware and software issues efficiently to minimize downtime.<br>• Perform basic troubleshooting for network connectivity, including Wi-Fi issues.<br>• Reset user passwords and maintain access controls using Active Directory.<br>• Triage complex technical problems and escalate them to the appropriate team for resolution.<br>• Deliver exceptional customer service by effectively communicating solutions and updates to end users.<br>• Document solutions and resolutions for future reference and knowledge sharing.<br>• Participate in regular system maintenance tasks to ensure optimal performance.<br>• Collaborate with team members to improve support workflows and processes.<br>• Stay up-to-date with emerging technologies to enhance problem-solving capabilities.
We are looking for an experienced Help Desk Manager to lead and oversee the daily operations of our service desk in Washington, District of Columbia. This role involves supervising staff, ensuring timely resolution of technical issues, and maintaining exceptional customer service standards. If you have a strong background in IT support and leadership, we invite you to join our team.<br><br>Responsibilities:<br>• Manage the day-to-day operations of the service desk, ensuring efficient workflows and prompt resolution of support requests.<br>• Supervise and mentor helpdesk analysts to maintain high-quality service delivery.<br>• Monitor performance metrics and identify areas for improvement to optimize service desk processes.<br>• Collaborate with IT teams to address complex technical issues and implement solutions.<br>• Ensure proper documentation and tracking of service desk tickets using management software.<br>• Provide technical expertise in troubleshooting hardware and software issues, including workstations, laptops, printers, and operating systems.<br>• Oversee Active Directory management and ensure compliance with IT policies.<br>• Maintain and update knowledge of ITSM best practices and tools.<br>• Implement and enforce standards for customer service and technical support.<br>• Coordinate training sessions for staff to stay updated on new technologies and processes.
