Enterprise Service Desk Analyst

Enterprise Service Desk Analyst

LOCATION: Columbia, MD

JOB STATUS:Full-time

CLEARANCE: Secret (Minimum)

CERTIFICATION: Sec+ (Minimum)

TRAVEL:Less than 10%

Astrion has an exciting opportunity for anEnterprise Service Desk Analyst.

REQUIRED QUALIFICATIONS / SKILLS

• Education/Experience:
• Bachelor's degree in Computer Science, Engineering or relevant field with 2+ years of IT-related work experience OR
• Associates degree in Computer Science or related field and 5+ years related experience
• Current relevant IT Industry (minimum CompTIA Security+) and Environment certification(s) (Cloud+, MS Certified Solutions Associate (MCSA/MCSE), CCNA, Azure, and/or other relevant certifications) that meet DoD 8140 requirements.
• In addition to the education/experience requirements above:
• Minimum of 2 years' experience as a help desk technician or other IT customer support role required.
• Solid understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic IT technical issues
• Ability to work in different environments (on-prem Windows & cloud-based Microsoft Office 365 & Azure Gov)
• Experience using tools including, but not limited to, Microsoft Defender, Intune, Remote Support, and Microsoft Entra ID
• Experience with Windows 11
• Excellent communication skills
• Customer-oriented and cool-tempered
• Active Security Clearance (minimum level: Secret)

DESIRED QUALIFICATIONS / SKILLS

• Experience with ManageEngine ServiceDesk Pro and Beyond Trust Remote Support
• Experience with Property/Asset Management
• Background of system administration with Linux (RHEL preferred) and Windows Server OS
• Background of Enterprise Network Administration
• Experience with Microsoft Azure or AWS Cloud Tenant administration

RESPONSIBILITIES

Duties include, but are not limited to:

• Workstation set-up and configuration (installing OS, install updates, provision workstation in Azure)
• Configuring, maintaining, and troubleshooting company laptop/desktop systems and related IT equipment peripherals
• Provide end-user assistance for workstation issues
• Manage Help Desk tickets in a timely manner
• Help users with software installations
• Help users with access to their accounts (password resets, etc.)
• Help users reconnect phones or add new phones for multi-factor authentication
• Help users with connection issues (e.g., VPN connectivity, access to Office 365 accounts)
• Help new users setup their computers on Day 1 (initial set-up of Multi-Factor Authentication; Set-up of Office 365 accounts; etc.)
• Printing assistance (help users that have trouble connecting to printers)
• Troubleshoot common hardware and software issues
• Provide users with their initial login credentials prior to onboarding
• Assist users with their desk phones (e.g., physical phones, soft phones)
• Assist with asset management and configuration management software tools
• Interface with internal IT and company organizations
• Cyberoperations - assist Cyber Ops team as needed to resolve cyber issues involving end users (e.g., help remediate detected virus or malware; identify who the users are for devices that exhibit suspicions behavior)
• Enterprise Infrastructure group: collect and relay user requirements to this group (e.g., communicate special hardware or software needs being requested by end users); assist with implementation of requirements in the overall IT infrastructure (e.g., Tier 1/Tier 2 support to infrastructure upgrades)
• Cybersecurity Compliance - assist Cyber Compliance team with audits and reviews and collecting evidence of cybersecurity controls
• Position requires Monday thru Friday on-site work at our corporate office in Columbia, MD.