Help Desk Technician/ Analyst

Help Desk Technician/ Analyst

Overview

Join Innosoft as a Help Desk Technician/ Analyst and become a
vital part of our team on the IDIQ project for the National Endowment for the
Arts (NEA). In this role, you will be the frontline of support, addressing and
resolving a diverse range of technical issues for NEA staff. Your expertise in
IT support and customer service will contribute significantly to the mission of
advancing artistic excellence and innovation. This role is not just about
fixing problems; it's about empowering NEA's mission through reliable and
efficient IT support.

Responsibilities

• Provide comprehensive Tier 1 and
  Tier 2 IT Service Desk support to NEA employees and contractors.
  
• Respond to service requests via telephone,
  email, voicemail, and direct walk-ups, ensuring timely and effective resolution.
  
• Manage and troubleshoot issues related
  to various technologies including Windows and Apple OS, Microsoft Office, Adobe
  products, VOIP telephones, network services, video teleconferencing tools,
  email support, VPN, and secure remote access solutions.
  
• Maintain and support a range of
  devices such as desktop computers, laptops, tablets, smartphones, printers,
  scanners, and other peripherals.
  
• Ensure compliance with Information
  Security and Privacy Awareness training and adhere to USGCB and DISA STIGS standards.
  
• Utilize service desk ticketing and
  tracking systems effectively, maintaining accurate records of all interactions
  and resolutions.
  
• Participate in hardware moves,
  setup, and presentation support as needed.
  
• Provide training and guidance to
  users on various applications and systems.
  
• Collaborate with NEA's OITM and
  other teams to maintain, update, and improve IT services and processes.
  

Requirements

• Experience in supporting VOIP
  telephones, video teleconferencing tools (Zoom, Microsoft Teams), and VPN solutions.
  
• Knowledge of service desk
  ticketing systems, preferably experience with Crow Canyon or similar platforms.
  
• Understanding of Active Directory,
  Office 365, and basic network support.
  
• Excellent problem-solving skills and
  ability to provide hands-on support for a variety of IT issues.
  
• Strong communication skills, with an
  emphasis on providing exceptional customer service.
  
• Ability to work in a team and independently
  in a fast-paced environment.
  
• Any relevant certifications, such as
  CompTIA A+, Network+, ITIL, or Microsoft Certified Professional (MCP), would be
  advantageous.
  
• Must be able to complete
  Information Security, Incident Response, and Privacy Awareness training as per
  NEA requirements.
  
• Familiarity with healthcare or
  government sector projects are a plus.
  
• Specific Experience in the below
  tools are Desirable:
  

o   Experience with MDM tools,
Preferably Intune

o   Experience with ticketing systems –
Crow Canyon, Service Now, Jira

o   Experience with Intune - Packaging
applications, remediating vulnerabilities

o   Experience with Intune autopilot

o   Experience with Azure active
directory

o   Experience with creating a
security group in the active directory

o   Hands on experience with Microsoft
365 admin center, exchange and defender

o   VPN troubleshooting experience -
ZScalar

o   Experience with SharePoint access
management

o   Remote Troubleshooting a PC

o   Additional Hands-on experience
with AD, Defender, O365 Platform tools

o   Experience with MacOS, AVs, call
center environment

o   Experience with Remote user
support

o   Experience in Antivirus Scanning
Tool

Benefits