Position Description: We are seeking a Service Desk Analyst to contract with our IT team to maintain the agency’s Windows desktop and laptop systems. You will be fielding calls at the help desk as well as identifying and troubleshooting (break\fix) issues on agency systems. Independently identifying and remediating issues with Office 365.
Skills Required:
• 2-3 years of desktop support experience in a Windows 10-11 environment
• Knowledge of the Office 365 suite – Teams, Outlook, Word, Excel, Access
• Basic understanding of network concepts, such as IP addressing
• Ability to engage in root cause analysis • Excellent customer service skills
• Aptitude for continuous improvement where incident resolution is integrated into operations
• Demonstrated capability as a self-starter, strong trouble-shooting and problem-solving skills, with the ability to complete tasks by assigned deadlines
• Ability to work in a team-centric environment, as well as individually
• Strong organizational skills and effective time management while working on multiple tasks
• Effective interpersonal and listening skills
Experience Required: 2-3 years of desktop support experience in a Windows 10-11 and Office 365 environment.
Education Preferred: Bachelor's degree or Microsoft 365 certification.