Help Desk Analyst
Professional Solutions, LLC - Alexandria, VA

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The Help Desk Analyst is the first POC for the help desk to provide customer service and user support to ensure fully functioning IT software and equipment.

Responsible for demonstrating and promoting superior quality and service to customers (both internal and external) through ProSol’s core values: Speed, Integrity, Excellence, Reliability, and Long-term Commitment.

  • Helpdesk Support (Tier 1)/General How To's
    • Respond to and resolve customer tickets within the ProSol Helpdesk SLA
  • Desktop/Windows Support
    • Windows workstations deployed which run efficiently, configured to ProSol standards
  • MS Office Suite Support
    • MS Office installed and configured correctly
    • Provide assistance with the ProSol Helpdesk SLA
  • PBX Administration(HQVA/Triangle)
    • Phones functional and configured meeting company need
  • INDOC & Term User Administration
    • Users termed and created meeting guidelines listed in IT INDOC-Term process document
  • Vendor Liaison HQVA IT Supplies
    • Cost efficient supplies order supporting HQVA IT supplies needs
    • Schedule third party support as needed
  • Inventory Management
    • All assets tracked, maintained and inventoried
  • Printer/Fax/Copier Support (HQVA)
    • Printer/Fax/Copier functioning
    • Support and maintain as needed
  • Demonstrate excellence in customer service to customers when providing technical support
  • Demonstrate excellence in teamwork and collaboration within the IT team and ProSol as an organization
  • Persevere in troubleshooting and problem solving across all technology platforms
  • Office 365, Blackberry, Active Sync devices, Windows XP Pro, Windows 7 Pro, and Apple OS X troubleshooting
  • User equipment deployment and collection
  • Basic understanding of firewall and filtering functionality
  • Familiar with support ticketing process and system

Education & Experience Requirements:
  • Bachelor’s Degree or 4 years experience in computer and applications technical support
Language Skills & Proficiency:


Security Clearance:


Additional Clearance Information:


Physical Demands:
  • Physical demands are extended time typing, lifting objects up to 50lbs, and climbing ladders.

Monday - Friday

Standard Work Hours:

9:00am - 4:00pm

Travel Expectations:

25% to Triangle Facility

Travel Schedule:

As needed.

Professional Solutions, LLC - 19 months ago - save job - block
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