L2 Helpdesk Analyst (Desktop Support) at Boyle Software McLean, VA

Boyle Software; McLean (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking an L2 Helpdesk Analyst (Desktop Support) in McLean, VA. The role involves providing exceptional customer service, supporting desktop software, and assisting with the installation and troubleshooting of hardware. Candidates should be detail-oriented, possess strong communication skills, and have experience in an IT service desk environment.

Qualifications

• Experience in an IT Service Desk environment.
• Configured and troubleshot Windows & Mac laptops.
• Worked with Azure, Exchange, SharePoint, and Teams.

Responsibilities

• Provide customer service at the walkup service desk.
• Assist with installation, configuration, and troubleshooting of hardware.
• Document and resolve tickets in a timely manner.

Skills

Customer Service

Attention to Detail

Communication

Documentation Skills

Network Troubleshooting

Tools

Azure Active Directory

Exchange

SharePoint

Teams

Intune for iOS

Windows

Mac

Office 365

Job description

L2 Helpdesk Analyst (Desktop Support) job at Boyle Software. McLean, VA.

Title: L2 Helpdesk Analyst (Desktop Support)

Location: McLean, Virginia - Hybrid

Here’s What You’ll Do:

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
• Ability to triage tickets and troubleshoot independently.
• Install and support desktop software for corporate laptops.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Document and resolve all tickets in a timely manner, adhering to established SLAs.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”).

Requirements:

• Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
• Experience in Endpoint services (Intune for iOS).
• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed.
• Experience working in an IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac laptop.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple MacBook.
• Be highly motivated, able to work with minimal supervision, and adapt to changes as needed.