Onsite IT Help Desk Analyst — Windows & Mac Support

KeenLogic; Alexandria (VA); Hybrid; USD 42,000 - 52,000; Full time

Job summary

KeenLogic is seeking a talented Tier I Analyst to join our on-site support team in Alexandria, VA. The role focuses on resolving routine workstation issues and providing responsive customer service in a collaborative environment.

Ideal candidates have a Bachelor's degree and at least 1 year of experience in hardware/app support, incident management, and mobile device management. On-site, full-time work Monday–Friday with escalation paths to Tier II as needed.

Qualifications

• Bachelor’s degree and 1 year of experience required.
• 1+ years of experience with hardware/application support (diagnosis/remediation, password reset, application install).
• 1+ years of experience with incident/request (analysis, documentation).
• Experience with Mobile Device Management (provisioning, reset, remote wipe).

Responsibilities

• Provide call center support for a predominantly Windows-based environment with some Apple workstations.
• Resolve routine issues (password resets, account/workstation unlocking) during calls and document actions.
• Escalate complex problems to Tier II or eBusiness teams as needed.

Skills

Hardware/Application Support

Incident/Request Management

Mobile Device Management

Communication skills

Education

Bachelor’s degree

Tools

CRM/Ticketing/ACD Systems

Job description

KeenLogic is seeking a talented Tier I Analyst to join our on-site support team in Alexandria, VA. The role focuses on resolving routine workstation issues and providing responsive customer service in a collaborative environment.

Ideal candidates have a Bachelor's degree and at least 1 year of experience in hardware/app support, incident management, and mobile device management. On-site, full-time work Monday–Friday with escalation paths to Tier II as needed.