Help Desk Analyst

Atollo•Patuxent River, MD

21h•$35,000 - $50,000

About The Position

ATOLLO is seeking candidates for its Help Desk Analyst position located in Patuxent River, MD. This position is the first line of support with duties focused on troubleshooting, user support, and documentation. Job responsibilities include: Core Duties: Respond to user issues via phone, email, or ticketing systems Log, track, prioritize, and resolve support tickets Diagnose and troubleshoot hardware, software, and basic network problems Reset passwords and manage user accounts Install, configure, and update software and operating systems Communicate system outages, interruptions, and downtime to supervisors and end-users in a timely manner. Administrative and Documentation Tasks: Enter and update tickets with detailed notes and resolution steps Submit and manage access requests (e.g., SAAR's) Follow standard operating procedures and compliance requirements Escalate unresolved issues to Tier 2 or Tier 3 support Conduct comprehensive inventory of computers, monitors, keyboards, etc. Review and validate data within the NMCI Enterprise Tool (NET) to ensure accuracy of delivery orders and proper resource allocation, including support for equipment technical refresh initiatives. User Support and Communication: Support NMCI moves, adds, and changes (MACs) to maintain operational readiness. Assist with the installation, configuration, testing, and troubleshooting of hardware, software, and network components. Assist with asset inventory management and related duties. Guide users through solutions step-by-step Provide basic training on systems and applications Communicate clearly and professionally with non-technical users

Requirements

U. S. citizenship
Two (2) years of experience help desk support experience, network troubleshooting, critical thinking, analytical, and problem-solving skills.
Must have CompTIA Security+ Certification.
Must have an active Security Clearance.
Must have excellent oral communication, organization, and people skills and have a passion for identifying solutions to the customer's problems.
Self-motivated with the ability to work independently and manage tasks with minimal supervision.
Ability to sit and work at a computer for extended periods during the shift entering data.
Team-oriented mindset with excellent collaboration skills.
Strong research and analytical capabilities

Nice To Haves

A Bachelor's degree is preferred.

Responsibilities

Respond to user issues via phone, email, or ticketing systems
Log, track, prioritize, and resolve support tickets
Diagnose and troubleshoot hardware, software, and basic network problems
Reset passwords and manage user accounts
Install, configure, and update software and operating systems
Communicate system outages, interruptions, and downtime to supervisors and end-users in a timely manner
Enter and update tickets with detailed notes and resolution steps
Submit and manage access requests (e.g., SAAR's)
Follow standard operating procedures and compliance requirements
Escalate unresolved issues to Tier 2 or Tier 3 support
Conduct comprehensive inventory of computers, monitors, keyboards, etc.
Review and validate data within the NMCI Enterprise Tool (NET) to ensure accuracy of delivery orders and proper resource allocation, including support for equipment technical refresh initiatives
Support NMCI moves, adds, and changes (MACs) to maintain operational readiness
Assist with the installation, configuration, testing, and troubleshooting of hardware, software, and network components
Assist with asset inventory management and related duties
Guide users through solutions step-by-step
Provide basic training on systems and applications
Communicate clearly and professionally with non-technical users