<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>We are looking for a customer-focused and detail-oriented Service Desk Analyst to join our IT Support team. In this role, you will serve as the first point of contact for employees seeking technical assistance. You will troubleshoot issues, resolve incidents, escalate problems as needed, and help maintain a reliable, efficient, and user-friendly technology environment.</p><ul><li>Provide first-level support for hardware, software, network, and account-related issues via phone, email, chat, and ticketing system.</li><li>Troubleshoot and resolve issues related to Windows/Mac operating systems, Microsoft 365, VPN, printers, and standard business applications.</li><li>Create, update, and manage support tickets to ensure timely resolution and excellent customer service.</li><li>Escalate complex issues to Tier 2/3 teams when necessary, providing clear documentation of troubleshooting steps.</li><li>Onboard and offboard users by setting up accounts, configuring devices, and ensuring proper access permissions.</li><li>Maintain hardware inventory and assist with device deployments and updates.</li><li>Follow established procedures, knowledge base articles, and SLAs to ensure consistent support.</li><li>Contribute to process improvements, documentation updates, and user training initiatives.</li></ul>
<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>
