REQUIREMENTS

• Education & Years of Experience – High School Diploma and 2+ years of relevant experience
• Citizenship – To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work
• Clearance – To be considered, you must be able to obtain and maintain a government issued clearance, if needed
• Possess knowledge in VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments
• Must have experience in supporting a Virtual Desktop Infrastructure (VDI) environment
• Proficient with written and oral communication skills, including typing
• Experience working in a team-oriented, collaborative environment and able to demonstrate the ability to be customer service orientated
• Possess previous experience in a technical call center, customer service team or IT/Help service desk
• Proficient in supporting a Virtual Desktop Infrastructure (VDI) environment.
• Proficient with VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments.
• Proficient with Windows 10 in a stand-alone and networked environment (Mac OS is a plus)
• Proficient in the deployment, troubleshooting, and use of Microsoft Office 2016
• Windows Server 2016 Active Directory knowledge for user account and group management
• Microsoft Exchange 2016 mailbox and distribution group management skills
• Working knowledge of LAN and WAN environments and hardware
• Exceptional written and oral communication skills, including typing
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning

DESIRED SKILLS

• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to work in local and remote teams

ABOUT THE ROLE

We are seeking a Help Desk Analyst to support N3B in a direct role! This position is full-time and will be based out of Los Alamos, New Mexico.
The Help Desk Analyst‘s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs; problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will also provide support for internal IT teams such as cyber security, networking, systems administration, and application support.

RESPONSIBILITIES

• Participate in continuous process improvement activities, reviewing resolutions and analyzing data to make recommendations whenever possible
• Alert management to emerging trends in incidents
• Assist in software releases and roll-outs according to Cyber Security requirements and Change Management practices
• Respond to service requests from many sources including phone calls, emails, remote users and walk-ins
• Act as an escalation point for advanced or difficult help requests
• Manage backlog of IT services requests
• Build rapport with IT customers and communicate current outage/critical incident status
• Escalate problems (when required) to cyber security, networking, systems administration, and data integration & support.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Develop solutions to complex problems
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
• Develop and support the deployment of system updates, patches, monitoring agents and new software utilizing automated tools and manual methods as required
• Test fixes to ensure problems have been adequately resolved
• Perform post-resolution follow ups as required
• Develop help sheets and FAQ lists for end users