Senior IT Help Desk Analyst

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

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.