Help Desk Analyst
SDSE - Arlington, VA

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Position: Help Desk Analyst

Organization: SDSE

Location: Arlington, VA 22202

Type: Full-Time Position.

Compensation: $23 - $26 per hour. Full Benefits Offered.

Position Overview:

SDSE is seeking a Help Desk Analyst to provide IT support to NASA. This person reports to the Program Manager.

Responsibilities:
  • Provides Help Desk support for incidents (problem/issues) or service requests related to hardware, software, network/mainframe connectivity and application support to customer.
  • Records incident and status information in a timely/accurate fashion using the appropriate tools in order to communicate resolving the problem.
  • Trouble shoots and resolves incidents and/or escalates tickets while assigning priority levels.
  • Facilitates closure to tickets/service request while meeting or exceeding defined service level expectations.
  • Sets a positive supportive tone with users.
  • Contributes and maintains accurate documentation.
  • Completes assigned administrative projects as assigned by supervisor.
  • Travels to local panel site locations (DC metro area) as a representative of the IT Support Team while providing technical support.
  • In support of proposal panel review, independently sets up computers, and system interfaces to support the intake and transfer of highly sensitive information.
  • Documents set up process, security system implementation to ensure data security.
  • Tests systems, and modifies as necessary while providing user support for applications, data exchange, and file uploads.
  • Interacts with clients to ensure data sync with systems, while securing data.
  • Other duties as assigned.

Required Experience:
  • Must have a minimum of 2 years of applicable experience with a Bachelor's degree in an Information Technology related discipline; OR a minimum of 4 years of applicable experience with an Associate‚Äôs degree in an Information Technology related discipline.
  • Must have demonstrated PC hardware/software trouble-shooting and diagnostic skills.
  • Must be customer service oriented with a positive attitude.
  • Must have excellent communication skills, verbal and written.

Company Profile:

SDSE is an 8(a) Veteran-Owned Small Business headquartered in the Washington DC metro area with offices nationwide and about 300 employees. SDSE provides award-winning professional services that deliver effective, cost conscious solutions while adhering to strict standards of quality to ensure mission success. We deploy a responsive, flexible, and innovative approach to achieve the needs and goals of our clients and pride ourselves on the support we provide our employees to be successful. SDSE has a proven record of enhancing government and business operations within the core competencies of: Management & Business Support Services, Information Technology, Administrative & Facilities Management, and Engineering Services.

SDSE is an Equal Employment Opportunity (EEO) employer and believes that diversity in the workplace is key to the success of a growing business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, veteran status, national origin, or any other legally protected status.

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