Strategic Analysis, Inc. is an EOE Minorities/Females/Disabled/Veterans.
Job Code: 24-216 Location: Arlington, VA - Hybrid FT/PT Status: Part Time and Modified Full Time Required Clearance: Ability To Obtain a Secret Clearance
Strategic Analysis, Inc. (SA) is seeking a versatile, skilled Helpdesk Support to join our exceptional team. Qualified candidates will meet the requirements detailed below necessary to provide technical IT support to our main office in Arlington, VA. Candidates will be interacting with all employees at the organization.
Tier 1 and Tier 2 help desk support
Office 365 and corporate application support
Strong communication skills
Experience supporting Windows 10 and macOS operating systems
Years of experience: 4+ with HS, 2+ with AS, or BS (directly related to IT support)
Education: B.S. in Information Technology or related field or equivalent work experience/certifications
Ability to obtain DoD Secret clearance
Preferred Skills:
Experience with ManageEngine Service Desk Plus
Active Directory and User Account Management
Experience with Microsoft 365 applications (experience with InTune is preferred)
Setup and imaging of new computers
VPN setup and troubleshooting
Job Requirements
Relevant certifications: CompTIA Sec+, Net+, Microsoft Certified Professional
Deliver high quality customer service and provide Tier 1 and Tier 2 helpdesk support (investigation, troubleshooting, and resolution) for internal and external customers of computer software and hardware
Monitor the support email and phone line to manage support requests in Service Desk Plus
Install, diagnose, and perform minor repairs to computer and audio-visual hardware, software, and peripheral equipment (external displays, printers, scanners, etc.)
Develop working knowledge and provide customer assistance with all commercial off the shelf (COTS) and proprietary applications running on corporate servers and workstations
Set up information systems and communications equipment for employee use, performing or ensuring proper installation operating systems, appropriate software, and system connectivity
Assist with designing, documenting, and maintaining the processes, policies and procedures necessary to support the optimal delivery of information systems services
Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
Help maintain training materials and procedures, and train users in the proper use of hardware and software
Maintain inventory and ensure all assets are properly tracked and accounted for
Additional responsibilities:
Coordinate and monitor vendor repairs and support for information systems and communications equipment
Responsibilities may require working evenings and weekends, occasionally with limited advance notice
