Help Desk Analyst II

Gdh Consulting, Inc.; Washington (District of Columbia); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

401(k) plan

Employee referral program

Wellbeats membership

Discounted gym membership

Holiday pay

Job summary

GDH is seeking an IT Support Specialist to deliver comprehensive desktop and application support to business users in Washington, DC. You will troubleshoot PC, network, and mobile devices, assist with hardware/software imaging, and provide in-person, desk-side and remote help.

You will be the first point of contact for IT issues, work with internal teams and vendors, follow ITIL processes, and help maintain assets and security policies.

Qualifications

• Bachelor's degree in Information Technology or related field, or an Associate's degree with 3-5 years of relevant experience.
• Proven experience with ITIL-focused ticket management tools; ServiceNow experience is a plus.
• Strong customer service, interpersonal, and communication skills.
• Ability to prioritize tasks and adapt to changing technologies.
• Experience with PC and laptop imaging and hardware/software support.
• Knowledge of MS Office 365, Microsoft Teams, Windows 10, Active Directory, and remote assistance tools.
• Familiarity with Citrix, internet browsers, HP desktops/laptops, multi-function printers, and mobile device support.
• Must be legally authorized to work in the United States.

Responsibilities

• Provide troubleshooting support for PC hardware, software, network, printers, phones, and mobile devices.
• Assist with technology refresh projects and hardware/software imaging.
• Serve as the initial point of contact for all IT-related issues, ensuring prompt resolution.
• Deliver in-person, desk-side, and remote support to business users.
• Maintain and support hardware and software applications.
• Manage IT assets in accordance with asset management procedures.
• Follow IT Standard Processes, Procedures, and security policies.
• Collaborate with internal teams and external vendors to coordinate resolution activities.
• Document support activities and update tickets accurately using IT service management tools.
• Perform additional duties as assigned by management.

Skills

Customer service

Communication

Prioritization

Interpersonal skills

Education

Bachelor's degree in IT or related field; or Associate's with 3-5 years

Tools

ServiceNow

ITIL tools

Microsoft 365

Active Directory

Citrix

Job description

Role Summary This role involves providing comprehensive application and desktop support services to business users. The candidate will troubleshoot hardware and software issues across PCs, network devices, mobile devices, and peripherals. They will also participate in technology refresh projects, ensuring effective issue resolution through in-person, desk-side, and remote assistance. The position requires excellent communication skills and the ability to serve as a primary contact for IT-related problems.

Responsibilities

• Provide troubleshooting support for PC hardware, software, network, printers, phones, and mobile devices.
• Assist with technology refresh projects and hardware/software imaging.
• Serve as the initial point of contact for all IT-related issues, ensuring prompt resolution.
• Deliver in-person, desk-side, and remote support to business users.
• Maintain and support hardware and software applications.
• Manage IT assets in accordance with asset management procedures.
• Follow IT Standard Processes, Procedures, and security policies.
• Collaborate with internal teams and external vendors to coordinate resolution activities.
• Document support activities and update tickets accurately using IT service management tools.
• Perform additional duties as assigned by management.

Qualifications

• Bachelor's degree in Information Technology or related field, or an Associate's degree with 3-5 years of relevant experience.
• Proven experience with ITIL-focused ticket management tools; ServiceNow experience is a plus.
• Strong customer service, interpersonal, and communication skills.
• Ability to prioritize tasks and adapt to changing technologies.
• Experience with PC and laptop imaging and hardware/software support.
• Knowledge of MS Office 365, Microsoft Teams, Windows 10, Active Directory, and remote assistance tools.
• Familiarity with Citrix, internet browsers, HP desktops/laptops, multi-function printers, and mobile device support.
• Ability to work effectively in a fast-paced, support-oriented environment.
• Must be legally authorized to work in the United States.

Publishing Pay Range: $20.00 - $26.00 hourly

This position is based in office and requires employee to work on-site.

About GDH

At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs. Who We Are: GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

GDH Benefits

• GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance.
• These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company.
• Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services.
• Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans.
• Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!
• For more detailed information on benefits, please go to GDH's website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department. Please visit our notice of collection for California applicants.