<p>We are seeking a skilled Service Desk Analyst to support our workforce by providing technical support, managing tickets, and safeguarding our IT environment. The ideal candidate will have hands-on experience with network basics, end-user support, and general cybersecurity awareness.</p><ul><li>Serve as the first point of contact for employees needing technical support via phone, email, chat, or in person.</li><li>Troubleshoot and resolve issues with desktops/laptops, operating systems (Windows/Mac), VPNs, network connectivity, printers, and typical enterprise applications (e.g. Microsoft 365, collaboration tools).</li><li>Manage user account setup/termination, access permissions, and password resets (e.g. Active Directory, identity management).</li><li>Log and track issues in ticketing systems (e.g. Service Desk tools, help-desk software), prioritize and escalate complex problems to higher-level IT or network/cybersecurity teams.</li><li>Perform basic network diagnostics and assist in network-related issues (connectivity, VPN, remote access).</li><li>Maintain hardware inventory, assist with device provisioning, and ensure compliance with company security and support policies.</li><li>Provide excellent customer service to end-users and ensure timely resolution of support tickets.</li><li>Help document support procedures, maintain a knowledge base, and contribute to continuous improvement of support processes.</li></ul>
<p><strong>Key Responsibilities:</strong></p><ul><li>Respond to and resolve end-user technical issues in a timely manner, ensuring minimal disruptions to business operations.</li><li>Troubleshoot and provide support for desktops, laptops, mobile devices, printers, and other peripherals.</li><li>Install, configure, and maintain operating systems (Windows, macOS, and occasionally Linux) and software applications.</li><li>Assist with account setup, password resets, and user access management in Active Directory and other tools.</li><li>Provide support for Office 365 (Outlook, Teams, Word, Excel) and other common enterprise software applications.</li><li>Perform system updates, software deployments, and hardware upgrades as needed.</li><li>Maintain accurate records of troubleshooting processes and resolutions in the ticketing system.</li><li>Collaborate with other IT team members to resolve escalated issues and ensure consistent service delivery.</li><li>Educate and train end-users on basic system operations, software functionality, and best practices for productivity and security.</li><li>Support network connectivity issues, including Wi-Fi, VPNs, and local network connections, and escalate to the Network/Systems team when necessary.</li><li>Participate in IT projects such as new hardware deployments, office moves, or system migrations.</li><li>Ensure compliance with IT policies, procedures, and security standards.</li></ul><p><br></p>
<p><strong>Summary</strong></p><p>We are seeking a <strong>Monitoring and Incident Response Team Member (MIRT)</strong> to support a 24/7/365 operation monitoring network and infrastructure performance and managing incident communications. This role serves as the primary escalation point for service outages or degradations and works closely with government management to coordinate troubleshooting and stakeholder communications.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Handle Tier 1/2 Service Desk escalations via tickets, phone, or Teams.</li><li>Follow up on outstanding requests and ensure timely resolution.</li><li>Monitor network and services continuously and respond to incidents.</li><li>Coordinate troubleshooting efforts with Network Managers, Engineers, and Service Providers.</li><li>Manage conference bridges for incident resolution and provide after-action reports.</li><li>Close tickets upon resolution and ensure proper documentation.</li><li>Develop and maintain SOPs and other operational documentation.</li><li>Support network devices and assist with incident management processes.</li></ul>
<p>We are looking for a versatile IT Generalist who is comfortable working across desktop support, systems administration, and network troubleshooting. This is a hands-on, broad technical role ideal for someone who enjoys variety, can adapt quickly, and has strong problem-solving skills. You will support day-to-day IT operations, maintain infrastructure, and play a key role in ensuring all systems remain secure, stable, and efficient.</p><ul><li>Provide Tier 1–3 support for Windows/Mac endpoints, hardware, applications, and peripherals</li><li>Troubleshoot software issues, performance problems, and device connectivity</li><li>Support Microsoft 365, VPN, printers, VoIP, collaboration tools, etc.</li><li>Assist with managing servers (Windows/Linux), virtual environments, backups, and patching</li><li>Maintain Active Directory user accounts, groups, and permissions</li><li>Support cloud platforms such as Azure, AWS, or other hosted systems</li><li>Help with system monitoring, performance tuning, and routine maintenance</li><li>Troubleshoot basic network issues (DNS, DHCP, VLANs, routing, Wi-Fi, firewalls)</li><li>Manage and monitor switches, routers, and access points</li><li>Work with senior engineers on network upgrades and configuration changes</li><li>Assist with IT projects, deployments, and new technology rollouts</li><li>Maintain documentation for systems, policies, and procedures</li><li>Ensure compliance with IT standards and security requirements</li><li>Support asset management and procurement tasks</li></ul>
<p><strong>Key Responsibilities:</strong></p><ul><li>Respond to and resolve end-user technical issues in a timely manner, ensuring minimal disruptions to business operations.</li><li>Troubleshoot and provide support for desktops, laptops, mobile devices, printers, and other peripherals.</li><li>Install, configure, and maintain operating systems (Windows, macOS, and occasionally Linux) and software applications.</li><li>Assist with account setup, password resets, and user access management in Active Directory and other tools.</li><li>Provide support for Office 365 (Outlook, Teams, Word, Excel) and other common enterprise software applications.</li><li>Perform system updates, software deployments, and hardware upgrades as needed.</li><li>Maintain accurate records of troubleshooting processes and resolutions in the ticketing system.</li><li>Collaborate with other IT team members to resolve escalated issues and ensure consistent service delivery.</li><li>Educate and train end-users on basic system operations, software functionality, and best practices for productivity and security.</li><li>Support network connectivity issues, including Wi-Fi, VPNs, and local network connections, and escalate to the Network/Systems team when necessary.</li><li>Participate in IT projects such as new hardware deployments, office moves, or system migrations.</li><li>Ensure compliance with IT policies, procedures, and security standards.</li></ul><p><br></p>
