Help Desk Analyst III

Job Description

We are looking for a skilled Help Desk Analyst III to provide comprehensive technical support and ensure seamless IT operations within our organization. This role involves troubleshooting hardware, software, and network issues while delivering exceptional customer service to internal users and clients. This is a long-term contract position based in Washington, District of Columbia.

Responsibilities:

• Deliver expert technical support for workstations, applications, and procedures, addressing both routine and complex break-fix issues.

• Manage and resolve incident tickets and change orders with efficiency and accuracy.

• Collaborate with network engineers, application administrators, and other technical teams to identify and implement effective solutions.

• Conduct setup and quality assurance testing for hardware and software installations, ensuring optimal performance for end-users.

• Maintain in-depth knowledge of firm applications, remote access systems, mobile computing environments, and standard software suites such as Microsoft Office.

• Troubleshoot and resolve issues related to software, hardware, network connectivity, printers, and peripherals.

• Provide desk-side support for escalated technical problems when remote solutions are not feasible.

• Configure workstations, laptops, and specialized software applications to meet organizational needs.

• Coordinate with hardware and software vendors to address and resolve technical challenges.

• Document resolution processes in the Help Desk Knowledge Base to support future troubleshooting efforts.• At least three years of experience in desktop support within a Microsoft environment.

• Proficiency in configuring and maintaining Windows operating systems and Microsoft Office Suite.

• Hands-on experience with workstation, laptop, printer, and peripheral setup and support.

• Technical expertise in Active Directory, Citrix, and Cisco technologies.

• Familiarity with Apple devices, Mac computers, and Android systems.

• Strong problem-solving skills for hardware, software, and network-related issues.

• Ability to work collaboratively with cross-functional teams to resolve IT challenges.

• Excellent communication skills to deliver clear and effective technical guidance.