Job Description:

Job Title: Help Desk Analyst IILocation: Alexandria, VAPosition Type: Contract to HireSchedule: Hybrid - Flexible - 3 days minimum onsite however some weeks might require more of an onsite presence.Job Description:The Help Desk Analyst II plays a critical role in providing technical support and ensuring a superior user experience for our internal and external stakeholders. This role requires a combination of technical proficiency, excellent communication skills, and a commitment to delivering timely solutions to user issues.Key Responsibilities:- Provide timely and effective technical support to users via telephone, email, chat, and ticketing system.- Troubleshoot and resolve desktop, application, telephony, and network issues with a focus on minimizing downtime and maximizing user productivity.- Set up, repair, upgrade, and troubleshoot computer hardware, software, and peripherals.- Maintain an accurate inventory of equipment, software applications, and licenses.- Ensure compliance with service level agreements (SLA) by responding to and resolving service desk requests in a timely manner.- Escalate unresolved issues to the appropriate agents and follow up until resolution.- Proactively offer recommendations, assistance, and solutions to improve the user experience.- Support asset acquisition, installation, configuration, and maintenance.- Manage and support various cloud-based applications.- Provide audiovisual support for meetings, webinars, and conferences.- Document and communicate confirmed issues to engineering teams and key stakeholders.- Conduct training sessions for end users to improve their technology competency.- Contribute to the development of job aids, knowledge base articles, and operating mechanisms.- Manage and enhance the configuration of internal case management software.- Monitor, maintain, and update network printers and other devices.- Assist with onboarding and offboarding of employees and contractors.Qualifications:- Bachelor's degree in Information Technology, Computer Science, or related field preferred.- 3 years of experience in a technical support role, preferably in a help desk environment.- Proficiency in Citrix Technologies, Database management, EOIR systems, Lotus Notes, Microsoft products, and Active Directory.- Strong problem-solving skills and ability to troubleshoot technical issues independently.- Excellent communication and interpersonal skills.- Ability to prioritize and manage multiple tasks in a fast-paced environment.- Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent are a plus.