Help Desk Analyst
Location: Mclean, VA
Job Type: Contract To Hire
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
Help Desk Analyst positions offer a dynamic and essential role within large organizations, ensuring that all IT-related issues are resolved promptly and efficiently. As a key point of contact for technical support, Help Desk Analysts are responsible for providing exceptional customer service to internal users, both in-person at a walkup service desk and remotely via phone support. This role is crucial for maintaining productivity across the organization, as Help Desk Analysts play a pivotal part in addressing technology concerns, troubleshooting hardware and software, and supporting end users with their day-to-day IT needs.
Joining a well-established team-oriented culture, a Help Desk Analyst will thrive in environments where collaboration, communication, and a commitment to service excellence are valued. The role involves a blend of technical expertise and interpersonal skills, as analysts are frequently called upon to resolve complex issues while also guiding users through solutions in a clear and patient manner. The position also offers exposure to a wide range of technologies, from endpoint management and device configuration to user account administration and documentation.
As organizations continue to rely heavily on seamless IT operations, the Help Desk Analyst position remains a cornerstone for ensuring smooth business processes and employee satisfaction. Candidates who are passionate about technology and enjoy problem-solving will find this role to be both challenging and rewarding. If you are ready to contribute to a leading organization and grow your IT career, we encourage you to apply for the Help Desk Analyst opportunity by clicking the application button today.
Help Desk Analyst - Summary- Serve as the first point of contact for technical assistance for end users.
- Deliver customer-focused support at the walkup service desk and remotely.
- Utilize a variety of tools and platforms, including remote desktop technologies, to resolve incidents and fulfill service requests.
- Play an integral role in user onboarding and offboarding, ensuring timely and accurate provisioning and deprovisioning of accounts and application access.
- Provide technical support to employees by troubleshooting hardware and software issues on both Mac and Windows platforms.
- Install, configure, and maintain computer hardware and desktop software for corporate laptops.
- Offer remote support using phone and remote desktop tools to resolve incidents efficiently.
- Organize, track, and document support tickets, ensuring timely resolution and clear communication with end users.
- Independently investigate and troubleshoot IT problems, escalating complex issues as needed.
- Manage the onboarding and offboarding process for users, including account and application access provisioning and deprovisioning.
- Collaborate with vendor support teams to resolve technical problems that require external expertise.
- Create and update internal IT knowledge base articles and end-user documentation to support efficient issue resolution and self-service.
- Competitive compensation package designed to attract top talent.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Access to an Employee Stock Ownership Program for long-term financial growth.
- Engagement Manager dedicated to your success and professional development.
- Opportunity to join an award-winning, industry-leading organization with a strong reputation for excellence and employee satisfaction.
- Minimum of 1 year of experience in an IT Service Desk or Help Desk Analyst role.
- At least 1 year of experience with Azure Active Directory, Microsoft Exchange, SharePoint, Teams, and basic network troubleshooting.
- Experience using Intune for Endpoint Services/Management on Windows or Mac platforms.
- Demonstrated ability to provide remote support for both Mac and Windows users.
- Proficiency in troubleshooting Microsoft Office applications and administering Office 365 accounts.
- Strong verbal and written communication skills for effective end-user support and documentation.
- Adaptable, resourceful, and able to work both independently and as part of a team.
- Customer-service oriented with strong problem-solving abilities.
- Comfortable working in fast-paced, team-oriented environments with shifting priorities.
- Eager to contribute to a supportive and collaborative workplace culture.
- Motivated to stay current with emerging technologies and IT best practices.
- Work in a collaborative environment recognized for its close-knit and team-oriented culture.
- Join an organization with over 20 years of industry experience and a track record of excellence.
- Benefit from ongoing support and professional growth opportunities.
- Be part of a company awarded ClearlyRated’s Best of Staffing® Client and Talent Award for 10 consecutive years.
- This is a full-time opportunity, offering stability and a clear path for career advancement in the IT field.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are interested in building your IT career and contributing to a high-performing team as a Help Desk Analyst, we encourage you to apply now by clicking the application button. Take the next step toward a rewarding opportunity in a thriving, supportive environment.