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Tier I/II Help Desk Analyst
Ref No.: 19-00170
Location: Arlington, Virginia
AboutWeb, an award-winning IT solutions and staffing company, is looking for a Tier I/II Helpdesk Analyst in a windows environment. Qualified candidates will meet the requirements detailed below necessary to provide technical IT support to our main office in Arlington, VA.

Job Description

  • 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
  • Intermediate level knowledge of Active Directory and Group Policy
  • Basic understanding and working knowledge of networks (includes expertise in but not limited to LAN, MAN, WAN, Wireless and Security) with hands on experience preferred
  • Basic firewall fundamental knowledge - SSL VPN creation, user accounts, etc.
  • Familiarity with creating and deploying system images
  • Install, diagnose, and perform minor repairs to computer, software, and peripheral equipment (local and network printers, scanners and imaging equipment)
  • Ability to diagnose and troubleshoot audio visual equipment for large scale conferences held in the ECC (onsite conference facility)
  • Develop working knowledge and provide customer assistance with all commercial off the shelf (COTS) and proprietary applications running on corporate servers and workstations
  • 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/or train users in the proper use of hardware and software
  • Strong technical, analytical and interpersonal skills preferred
  • Strong organization skills and ability to multi-task
  • Ability to work independently and communicate within a team environment

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

Job Requirements

  • Tier 1 and Tier 2 Help Desk support
  • MS Office and corporate application support
  • MS Windows 7 and Windows 10 operating system support
  • Years of experience: 4+ (directly related to IT support)
  • Education: High School or B.S. in Information Technology or related field or equivalent work experience
  • Ability to lift 25+ lbs (typical computer equipment)
  • CompTIA A+Certification
  • Active DoD Secret or Top Secret clearance
  • Relevant certifications: CompTIA Sec+, Net+, Microsoft Certified Professional