IT Helpdesk Analyst: AIForge Support

NetImpact Strategies

Falls Church (VA)

On-site

USD 72,000 - 84,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Holidays

Pet Insurance

Tuition reimbursement

Top Workplace recognition

Job summary

NetImpact Strategies in Falls Church, VA, seeks a Helpdesk Analyst to join our Operations team. This full-time role provides Tier I support for internal users and AIForge clients, deploying laptops, configuring Microsoft 365, and managing access controls across Microsoft 365 and SharePoint Online.

Key duties include monitoring the IT ticket queue via ConnectWise Manage, coordinating with vendors, and documenting solutions to improve efficiency.

Qualifications

Bachelor's degree in IT, CS, or related field or equivalent work experience.
3+ years of experience in IT helpdesk or desktop support.
Strong communication skills for excellent customer service.
Experience troubleshooting hardware, software, M365, VPN, printers, and network issues.
Experience with ConnectWise Manage or similar service platforms.
Ability to manage multiple requests in a fast-paced environment.

Responsibilities

Provide Tier I IT helpdesk support to end users and AIForge clients.
Deploy and configure laptops; OS setup, BitLocker, drivers, and standard software.
Create and manage Microsoft 365 accounts, MFA enrollment, and security groups.
Manage SharePoint Online sites and Teams channels; control access.
Monitor IT ticket queue in ConnectWise Manage and meet service levels.
Coordinate with IT team members and vendors for escalated issues.
Document procedures and resolutions for knowledge sharing.