Sr. Service Desk Analyst | Hanover, MD

, MD, United States

Sr. Service Desk Analyst | Hanover, MD page is loaded Sr. Service Desk Analyst | Hanover, MD Apply locations Columbia, Maryland time type Full time posted on Posted 3 Days Ago job requisition id 2024-11072 This position will be hybrid and is required to be in-office up to 3 days per week.

The Sr. Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The Sr. Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on the spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.

How you'll make an impact:

Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.

Troubleshoot and resolve end-user hardware, operating system, and software related problems.

Troubleshoot and resolve basic network and server access problems for end users.

Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.

Analyze and forward support issues that cannot be addressed by the HelpDesk to appropriate IT personnel.

Install, configure, and test laptops/desktops, mobile devices, peripherals and software.

Responsible for new user setup including user account creation and image-based hardware deployments.

Maintain inventory of hardware devices and software licensing.

Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency. Complete assigned company-wide rollouts of upgraded desktops, laptops, monitors and other computer equipment

Develop and update help desk documentation and procedures.

Assist employees using Microsoft desktop operating systems (Windows XP, Windows 7) and applications. (Outlook, Word, Excel, PowerPoint, Visio, etc.)

Develop technical knowledge and troubleshooting skills on the Optiv internal applications and IT environment.

Perform other duties as assigned.

What we're looking for:

This position will be hybrid and is required to be in-office up to 3 days per week.

High school diploma required. Associates Degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.

Minimum 3 years of general Help Desk experience in an enterprise environment required.

Experience supporting Windows desktop operating systems required.

Experience supporting Microsoft Office required.

Working knowledge of OS image creation and deployment concepts and best practices required.

Working knowledge of laptop/desktop/peripheral hardware required.

Willingness and ability to take call after hours and on weekends required.

Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility required.

At least two relevant Microsoft or CompTIA certifications preferred.

Working knowledge of Active Directory preferred.

Working knowledge of networks and network cabling preferred.

Working knowledge of automated software deployment mechanisms preferred

What you can expect from Optiv

A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups .

Work/life balance

Professional training resources

Creative problem-solving and the ability to tackle unique, complex projects

Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.

The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv + ClearShark is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Optiv + ClearShark respects your privacy.

By providing your information through this page or applying for a job at Optiv + ClearShark, you acknowledge that Optiv + ClearShark will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv + ClearShark’s selection and recruitment activities. For additional details on how Optiv + ClearShark uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice . If you sign up to receive notifications of job postings, you may unsubscribe at any time.

About Us Optiv + ClearShark is a cybersecurity and IT solutions provider focused exclusively on serving the U.S. federal government. From the data center, cloud and to the edge, we have decades of experience securing and modernizing federal agency data and infrastructure. Our world-class advisory and engineering team is comprised of mission-focused, results-driven subject-matter experts with deep technology and agency domain knowledge and security clearances.

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