We are looking for a IT DESKTOP SUPPORT ANALYST to support client operations at the Washington Suburban Sanitary Commission (WSSC) location below:

Work Location: 14501 Sweitzer Lane, Laurel, MD 20707 Work Schedule: Monday – Friday (three days in‐office and two days telework)

Desktop support analyst provides technical support in MS Windows, MS Office troubleshooting, software, and hardware

Work Description:

The IT Desktop Support Analyst provides first and second-tier support and customer service for technology issues. The responsibilities include responding to technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems with computer hardware, software, components, and network connectivity. This includes, but is not limited to desktop PC's, laptops, tablets, cell phones, scanners, printers, and various commercial software applications

Duties / Responsibilities

• Provides hardware, software, network problem diagnosis and resolution via telephone or onsite for end users. • Provides application support on all Endpoint (desktop, tablet, smart phones, etc.) platforms. • Installs, repairs, and supports all endpoint devices, applications, printers, faxes and other office equipment. • Works and follows up with other technical staff members within IT Team to ensure the assigned tasks are completed. • Contributes information for IT FAQs, knowledgebase and instructions to address commonly experienced technical issues related to configuration, hardware, networking and applications. • Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements. • Maintains an inventory of IT related assets, including hardware and software on each desktop computer system. • Identifies recurring incidents and trends and escalates appropriately. • Interacts with customers, via multiple communications methods, per established customer service and quality guidelines. • Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to set Service Level Agreements and procedures. • Follows-up on support

Education: High School degree or equivalent; an Associate degree preferred.

General Experience: 3 Years of IT Helpdesk support

Specialized Experience: Experienced in Active Directory, Windows OS, SCCM, ITIL Methodologies

Skillset: Working knowledge of remote connectivity tools (SCCM, Maas360, Azure, Intune). • Working knowledge of installing, configuring, and troubleshooting computers in a managed windows network environment. • Knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, Smart Phones, etc. • Knowledge of all Microsoft systems and Microsoft Office (including Outlook) including installation and configurations management. • Strong customer service skills with the ability to troubleshoot moderate to complex issues. • Strong analytical and organizational skills with the ability to manage

Salary: Negotiable

Flexible work from home options available.