Job Details

Helpdesk Analyst/Specialist (608) (04/29/2015)

Rockville, MD

  • Under limited supervision, provides phone and in-person support to users in the areas of electronic mail, directories, standard "shrink wrapped" software applications, network operating systems, and hardware dispatch and escalation procedures.
  • Has specialized experience with working on a help desk, knowledge of PC operating systems, MAC OSX, knowledge of networking and electronic mail. 
  • Works closely with end users to determine the nature and severity of trouble calls and forwards them to the correct personnel. 
  • Maintains a log for all trouble calls. 
  • Performs other related duties as assigned.

Required Skill

Primary Skills

  • Bachelor’s degree in Management Information Systems, Computer Science or related field
  • A+, Network +, Security Plus, MCP preferred
  • Minimum 5 years of experience as a Help Desk Analyst/Specialist
  • Working knowledge of Microsoft SCCM, SharePoint, Lync, OneDrive, office 365
  • Knowledge of a three tier systems design principal and understanding escalations needed to help facilitate troubleshooting
  • Asset management, inventory management
  • Expert knowledge of current Microsoft Windows Operating System and related standard Microsoft Office Suite applications.
  • Expert knowledge of and familiarity with the typical business applications, hardware and peripheral equipment employed by the organizations end users.
  • Maintain a positive attitude and desire to assist clients through all incidents regardless of the scale of the incident or parties involved.
  • Expert knowledge of Microsoft Active Directory and Exchange account management tools.
  • Expertise in Windows 7, Windows 8, Windows XP and Windows Vista; MS Windows Office 2013, 2010 and/or 2007.
  • Extensive knowledge of laptop and PC hardware and design.
  • Must have experience with ticketing system (Remedy, HEAT, Magic, Track-It, Footprints, etc.)
  • Expertise in removing viruses and spyware using various tools.
  • Expertise in supporting VoIP technologies.
  • Expertise in supporting VPN (virtual private networking).



Secondary Skills

  • Requires sitting and standing associated with a typical office environment.
  • Manual dexterity needed for using a calculator and computer keyboard.
  • Ability to use telephone equipment.
Apply Now

Personal Information

Upload resumé

Additional Information