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Help Desk Technician/ Analyst
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Jobs via Dice 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 is about empowering NEA’s mission through reliable and efficient IT support. This is a 100% on-site position at the NEA office building at 400 7th St SW, Washington, DC 20506.
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 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 desktops, 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
Associate or bachelor’s degree in information technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement on a year-for-year basis.
Proven experience in IT help desk support or a similar role, demonstrating ability to handle both Tier 1 and Tier 2 support issues.
Strong familiarity with Windows and Apple operating systems, Microsoft Office suite, Adobe Acrobat, and various web browsers.
Experience in supporting VOIP telephones, video conferencing 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.
Relevant certifications such as CompTIA A+, Network+, ITIL, or MCP are 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 is a plus.
Experience with the following tools is desirable: Intune, Crow Canyon, Service Now, Jira, Azure Active Directory, Microsoft 365 admin center, Exchange, Defender, SharePoint access management, and VPN troubleshooting (Zscalar).
Remote troubleshooting of a PC and hands-on experience with AD, Defender, and O365 platform tools.
Experience with MacOS, antivirus tools, and call center environments is a plus.
Benefits Standard Employee Benefits. 50% Health Insurance Paid by Innosoft, Paid Vacation, 401K Match, STD LTD and AD&D paid by Innosoft. See attached Innosoft Benefits Guide.
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Software Development
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Help Desk Technician/ Analyst
role at
Jobs via Dice 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 is about empowering NEA’s mission through reliable and efficient IT support. This is a 100% on-site position at the NEA office building at 400 7th St SW, Washington, DC 20506.
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 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 desktops, 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
Associate or bachelor’s degree in information technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement on a year-for-year basis.
Proven experience in IT help desk support or a similar role, demonstrating ability to handle both Tier 1 and Tier 2 support issues.
Strong familiarity with Windows and Apple operating systems, Microsoft Office suite, Adobe Acrobat, and various web browsers.
Experience in supporting VOIP telephones, video conferencing 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.
Relevant certifications such as CompTIA A+, Network+, ITIL, or MCP are 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 is a plus.
Experience with the following tools is desirable: Intune, Crow Canyon, Service Now, Jira, Azure Active Directory, Microsoft 365 admin center, Exchange, Defender, SharePoint access management, and VPN troubleshooting (Zscalar).
Remote troubleshooting of a PC and hands-on experience with AD, Defender, and O365 platform tools.
Experience with MacOS, antivirus tools, and call center environments is a plus.
Benefits Standard Employee Benefits. 50% Health Insurance Paid by Innosoft, Paid Vacation, 401K Match, STD LTD and AD&D paid by Innosoft. See attached Innosoft Benefits Guide.
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Software Development
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr