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IT Service Desk Tier 1 Analyst - Bethesda, United States - BRMi
Description
Overview
We are seeking a customer-focused IT Service Desk Tier 1 analyst to join our team. The ideal candidate will have strong communications skills, a passion for problem-solving, and a commitment to delivering high quality service to internal users.
This is for an upcoming bid on a contract to be awrded in the coming months. It will be a 5-year contract running from 9/1/24-8/31/29.
** On-site requirements are unkown at this time. This position may be hybrid with a location in either Bethesda or Rockville MD
BRMi's Federal Health customer has developed a variety of software applications that support administrative and Grants Management processes and functions. They provide directors, branch chiefs, program managers, program officers, budget officers, scientists, and administrative and support staff with software solutions and tools necessary to manage their workload, to perform daily work assignments and to quickly share, exchange and disseminate information to the appropriate staff members internal and external to their community.
BRMi is providing IT Services and Support to their customers CIO office, Project Management Office, Network Infrastructure Section, Service Desk Section, and the customer user community.
Responsibilities
The IT Service Desk Tier 1 analyst will be responsible for providing first-line technical support to end-users, trouble shooting and resolving common IT issues, and escalating more complex problems within agreed-upon Service Level Agreements (SLAs). This includes:
Performing basic technical trouble shooting to resolve common hardware, software, and network issues and escalates to Tier 2 support for complex problems when necessary.
Assist with account management tasks including account creation, password resets, access permissions, and maintaining detailed records.
Build and deploy equipment to customers (i.e. Laptops, Desktops, Mobile devices, printers, video conferencing solutions, peripherals, office phones, etc.)
All build/deploy tasks occur in the office. Team members must have the physical capability to lift and carry equipment weighing about 30 pounds when needed.
Perform other duties as assigned
Qualifications
Minimum of 1 year of experience working in a technical support or service desk environment, providing Tier 1 support to end-users.
Minimum High School dimploma plus one year experience.
Experience with Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.).
Experience with Microsoft SharePoint for document management and sharing.
Experience with Active Directory for user account management, access control, and password resets.
Experience with Microsoft Remote Desktop and tools like PowerShell.
Effective communication skills with the ability to collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.
Experience using Azure DevOps and/or working in an agile environment.
Ability to multitask, prioritize workload, and work effectively under pressure in a fast-paced environment.
Eagerness to learn and develop technical skills, with a proactive attitude towards professional growth and development.
Ability to obtain a Public Trust clearance.
U.S. Citizenship or have been a permanent resident for more than 3 years.
Preferred Certifications-Microsoft 365 Certifications
BRMi will not sponsor applicants for work visas for this position. *
*This is a W2 opportunity only *
EOE/Minorities/Females/Vet/Disabled
We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.
Job Locations MD-Bethesda
Posted Date 4 days ago (5/28/2024 8:13 AM)
ID
# of Openings 1
Category IT Operations
