Help Desk Analyst
Vistronix, Inc. - Annapolis, MD

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Vistronix is actively seeking a Help Desk Analyst to join our project team in Annapolis, MD. This is a great opportunity for someone with general IT experience, certifications and skills looking for an opportunity that will allow skills growth and collaboration with other IT professionals. In this position, you will:
  • Provide general Help Desk support for in-bound technical support calls (phone and email)

  • Work with end-user for first call resolution

  • Escalate Help Desk tickets to senior IT staff as appropriate

  • Document Help Desk calls in the trouble ticket tracking system

  • Assist with the resolution of general PC, network, and peripheral issues (hardware and software)

  • Ensure all calls to the Help Desk are documented and resolved for the purposes of accurate Help Desk statistical reporting and customer service requirements

  • Provide outstanding customer service

The most successful candidates will have:
  • Minimum of an Associate’s Degree in IT or a related field; Bachelor’s degree preferred

  • Minimum of 1 year of relevant experience demonstrating knowledge of hardware and software

  • Demonstrated working knowledge of Help Desk operations and problem/change fundamentals

  • Strong troubleshooting and problem-solving skills

  • Proven ability to multi-task

  • Excellent written and verbal communication skills

  • Ability to work well independently as well as with a team

  • Help Desk certification is highly desired

The successful candidate will be subject to a background investigation by the government and must be able to meet the requirements to hold a position of public trust.

Vistronix staff members enjoy a collaborative working environment. We recognize our staff members for their contributions to the team’s success as well as individual professional accomplishments. Vistronix offers competitive salaries and a very comprehensive employee benefits program. We are an Equal Opportunity Employer.