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Pay rate : $25/hour

Part-Time - On Site

Job Summary

The IT Help Desk Analyst I role is to ensure proper computer operation, so end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when appropriate and necessary to maintain (Service Level Agreement) SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as giving in-person, hands-on help at the desktop level.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

Provide first-line of support for hardware, software, and network issues through phone, email, chat, or in person

Diagnose and resolve technical problems quickly and efficiently

Log, track, and manage support tickets using ticketing system

Guide users on how to use systems, applications and tools effectively.

Assist in setting up, installing, and configuring new hardware and software

Escalate complex issues to higher-level IT support or specialist when necessary.

Assist with the user’s account setup, password resets, and access permission.

Deliver quality customer service and maintain a professional demeanor when interacting with users.

Assist with troubleshooting and maintaining network connectivity, including Wi-Fi and VPN issues.

Conduct site visits as necessary to troubleshoot issues, provide IT support, perform equipment inspections, deploy new hardware, and ensure IT infrastructure is functioning properly.

Assist with tracking and managing IT assets (e.g., computers, monitors, printers, peripherals) through their lifecycle, including inventory management, asset assignments, and decommissioning.

Assist in setting up and supporting virtual meetings, including configuring audio-visual (AV) systems, troubleshooting equipment, and ensuring seamless meeting execution.

Additional Responsibilities

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. Build rapport and elicit problem details from service desk customers. Prioritize and schedule problems. Escalate problem (when required) to the appropriately level Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and (Frequently Asked Questions) FAQ resources on the Internet/Intranet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up to date.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests.

Create and maintain documentation and solutions, common issues, and troubleshooting steps.

Ensure issues are fully resolved and follow up with users for satisfaction.

Ensure adherence to security protocols and report potential security breaches or vulnerabilities.

Perform or coordinate hardware repairs and replacement as needed.

Setup accounts, equipment, and permissions for new hires, and ensure proper deactivation and asset retrieval for departing employees.

Create and update knowledge base articles for common issues and solutions.

Perform other responsibilities as assigned.

Qualifications: Education, Experience and Certification(s)

Associate degree required

Bachelor’s degree in IT preferred or in a related field with required experience.

1-3 years in IT support/helpdesk roles required.

IT certifications are preferred: CompTIA A+, Microsoft 365 preferred. 

Must be able to perform job onsite 

Knowledge, Skills, and Abilities

Knowledge of basic computer hardware, including installation and troubleshooting.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Highly self-motivated and directed. Keen attention to detail.

Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Supervision Received

Supervision: The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit for extended periods of time, walk in an office setting, talk, and hear. The employee must occasionally lift, move or transport moderately heavy objects, such as computers, office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.  Dexterity of arms, hands and fingers is needed to operate a computer keyboard, mouse, tools, and other computer components.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. May require occasional site visits to various offices in Virginia

Signature           

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

Health coverage for you and your family through Medical, Dental, and Vision plans.

Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information