Help Desk Analyst

Lakarya is hiring for Help Desk Specialist for to join the Govt./Federal Project.

Location: Washington, DC

Duration: Long term Contract

To strengthen our IT Help Desk team where we support clients 24x7. As part of this role, they will be assigned to a particular client (in this case, it's a federal client) and once that project is done, the candidate will be assigned to other projects.

Duties and Responsibilities:

Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

• Must have three or more years of experience servicing customers in a Desktop Support role.
• Configure, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Provide technical ability to troubleshoot, diagnose, and repair computers, laptops, and other peripherals.
• Provides enhanced desktop and user support service to VIP customers.
• Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connects and configures IT devises to use computer networks.
• Diagnoses hardware and software failures communicates the remediation plans to users and provides status updates.
• Provides software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.
• Develop end-user documentation and instructions.
• Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support.
• Supports disaster recovery and adapts to various types of situations, clients, and tools.
• Ability to work well under pressure and to meet deadlines as needed.
• Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action, and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
• Stays in regular communication throughout the day with other tiers of support and Management staff.
• Maintains a professional attitude and appearance, while always providing excellent customer service, including maintaining a good work ethic and assisting other analysts when needed.
• Participates in troubleshooting of issues with the drive towards root cause identification.
• Must be able to obtain a Public Trust security clearance.
• Experience with Mac hardware and software is desired.
• Candidate agrees to obtain ITIL Foundation level certification within their first 3 months of employment.

One or more of the following industry certifications is highly desired.

• Help Desk Institute (HDI)
• CompTIA A
• CompTIA Network
• CompTIA Security
• MCSA: Windows 10
• MCSE: Desktop Infrastructure
• MCDST: Microsoft Certified
• Desktop Support Technician
• ITIL Foundation (within 3 months from Hire)

Job Type: Full-time

Salary: $32.00 per hour

Benefits:

• 401(k)
• Health insurance
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $32