JOB SUMMARY:

Zachary Piper Solutions is seeking a HelpDesk Analyst to join our team on a fully remote basis and operate under the direction of our HelpDesk Lead. The qualified candidate will have a strong, foundation understanding of standard IT principles, tools, and workflows as well as excellent customer service abilities.

QUALIFICATIONS OF THE HELPDESK ANALYST:

• 3+ years of experience in IT
• Bachelor’s degree required, along with relevant IT experience.
• Strong foundational skills in reading, writing, and basic mathematics.
• Capable of conducting research and analysis to identify and resolve technical issues.
• Proficient in diagnosing software problems and testing system functionality.
• Able to create clear, user-friendly documentation and technical instructions.
• Willingness and ability to learn new software platforms and technologies.
• Excellent interpersonal and communication skills for working with clients and team members.
• Familiarity with routine support tasks such as password resets.
• Strong critical thinking and written communication abilities.
• Must be eligible to obtain and retain a U.S. government security clearance.

• Provide technical support by responding to service requests via phone and email.
• Troubleshoot and resolve a variety of technical issues submitted through the helpdesk system.
• Typical tasks include setting up and repairing computer systems, resolving internet and network connectivity problems, and assisting users with PDRI-specific software tools.
• Participate in a rotating on-call schedule with fellow analysts, typically covering one weekend per month.
• Perform additional tasks as needed.