Top 35 Helpdesk Analyst Jobs in Rockville, MD

IT Support Center Specialist (Tier 1)
Optimal Networks, LLC —Rockville, MD
- $25 - $28 an hour
- Full-time
- Hybrid work
- Background check
- Customer service
- Writing skills
- Health insurance
- Dental insurance
Quick Apply
13d
SupportCenter Specialist - Tier 1
Optimal Networks —Rockville, MD
- $25 - $28 an hour
- Full-time
- Hybrid work
- Mid-level
- Office
- Windows
- Health insurance
- Dental insurance
13d
IT Analyst
FSi Strategies —Tysons, VA
- $50,000 - $60,000 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- Ability to lift 50 pounds
- Health insurance
- Dental insurance
Quick Apply
HELPDESK ANALYST
Technology Information Systems, LLC —Washington, DC
- Email
- Bachelor's degree
- US work authorization
- Experience equivalent to degree accepted
IT Helpdesk Analyst (Level 1 / L1 Support)
AHU Technologies Inc —Washington, DC
- $21 - $24 an hour
- Full-time
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
Quick Apply
Service Desk Analyst Journeyman (Must be a U.S. Citizen) - USDA
PBG —Washington, DC
- Remote
- Computer Science
- Mid-level
- SQL
- AD&D insurance
- Paid holidays
Service Desk Analyst
RIVIDIUM —Alexandria, VA
- Weekends as needed
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
Management and Program Analyst
US Citizenship and Immigration Services —Camp Springs, MD
- $90,925 - $118,204 a year
- Part-time
- Remote
- Background check
- Psychiatry
- Salesforce
- Paid holidays
- Health insurance
6d
Financial Management Analyst
US Defense Health Agency —Falls Church, VA
- $121,785 - $158,322 a year
- Weekends as needed
- Background check
- Pass drug screening
- Mid-level
4d
Technical Program Analyst
RER SOLUTIONS, INC —Washington, DC
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Inventory management
- Paid holidays
- Dental insurance
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Senior Accounts Payable Analyst
Sunrise Senior Living —McLean, VA
- $71,010.00 - $88,762.50 a year
- Full-time
- Microsoft Word
- 6 years
- Microsoft Outlook
- Paid holidays
- Health insurance
14d
Social Science Analyst
US Office of the Secretary of Health and Human Services —Washington, DC
- $121,785 - $158,322 a year
- Part-time
- Background check
- Pass drug screening
- Mid-level
- Loan repayment program
3d
IT Support Services
Nightwing Intelligence Solutions, LLC —Sterling, VA
- Full-time
- Computer Science
- Bachelor of Science
- Mid-level
Quick Apply
7d
CRM Business System Analyst
Leidos —Washington, DC
- $59,150 - $106,925 a year
- Full-time
- Writing skills
- Mid-level
- Office
Service Desk Lead
RIVIDIUM —Alexandria, VA
- Weekends as needed
- Mid-level
- Bachelor's degree
- Continuous improvement
CAC Analyst
RESOURCE METRIX —Arlington, VA
- $45,000 a year
- Full-time
- Office
- Bachelor's degree
- Entry level
- Paid time off
- Opportunities for advancement
Quick Apply
Security Analyst
Integral —McLean, VA
- Full-time
- Computer Science
- Research
- Mid-level
- Paid parental leave
- Paid holidays
12d
IT Operations Manager
America's Health Insurance Plans —Washington, DC
- Full-time
- Computer science
- 7 years
- Computer Science
- Health insurance
Quick Apply
Program Analyst -Army Risk Reduction and Prevention Visualization Dashboard
Goldbelt Taku Health Services —Arlington, VA
- Full-time
- Google Workspace
- 5 years
- Master's degree
- Health insurance
- Dental insurance
3d
Acquisition Systems Analyst
Eagle Technologies, Inc. —Arlington, VA
- Background check
- Mid-level
- Bachelor's degree
Quick Apply

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Helpdesk Analyst jobs near Rockville, MD

IT Support Center Specialist (Tier 1)

Optimal Networks, LLC
Rockville, MD

Quick Apply

Job Details

Full-time
$25 - $28 an hour
13 days ago

Benefits

Health insurance
Dental insurance
401(k)
Flexible spending account
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Email customer support
Phone communication
Customer service
Writing skills
Meraki
Windows
Sonicwall
Microsoft Office
High school diploma or GED
Managing clients in a customer support role
Phone customer support
Productivity software support
Desktop (troubleshooting support)
MFA
macOS
Technical support via email
Desktop administration
CompTIA Security+
CompTIA A+
Help desk

Full Job Description

Job Description

Position Summary

As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.

Location: Hybrid (Rockville, MD) 4 days in the office, 1 day remote

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Less than 5%

Responsibilities

This position has the following responsibilities.

Handling customer technical support cases through phone and email submission
Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
Provide superb technical support for:
End-user devices: desktops, laptops, mobile devices, printers, scanners etc.
Desktop Operating Systems – Windows and MAC OS
Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)
Cloud based (SaaS) system – Microsoft 365, Windows365 etc.
Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
Provide case status updates to management and end-users according to service level guidelines
Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
Provide / offer guidance and help users solve common IT problems.
Create and maintain relevant processes, procedures, and knowledge article documentation.
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
Performs miscellaneous job-related duties as assigned.

Reporting Relationship

Reports to: Reactive Operations Center (ROC) lead

Attributes

To be successful in this position employee will have the following attributes

Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.

Skills, Qualifications and Experience

Skills

Mandatory

Strong knowledge of customer service practices and procedures
Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
Developed troubleshooting and diagnostic skills
Demonstrated ability to function in a non-scripted helpdesk environment
Demonstrated experience providing remote support via remote tools
Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.

Desirable

Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)

Qualifications

Mandatory

High school diploma or GED
CompTIA A+

Desirable

HDI – Support Center Analyst (HDI-SCA)
ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
CompTIA Network+, CompTIA Security+
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Modern Desktop Administrator Associate

Experience

Mandatory

2+ years of Service/Help Desk experience providing IT Support
Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
Comfortable working a shift that falls between 8:30 AM and 9:00 PM to help provide full-day coverage in our 24/7/365 operation.

Desirable

Managed Service Provider (MSP) Experience in a Service Desk Role

What We Offer

You won’t have to leave us to get ahead. Our high performers stick with us and grow with us. We’re good at what we do. We have fun, and we are fun.
You play a key role in helping others succeed, and you get to see the daily impact and importance of your work. You aren’t a cog in the wheel – you matter.
As you spend time with us, you will quickly see that we live by our core values. Tell the Truth, Do the Right Thing, Everyone Benefits
We offer a competitive salary and benefits, including medical, dental, vision, and life insurance, 15 days of PTO annually, tuition reimbursement, and more.

About Optimal Networks

Founded in 1991, Optimal Networks, Inc. is a values-based consulting organization that helps small and mid-sized law firms, associations, and businesses solve problems by way of thoughtful technology guidance and white-glove service.

Last year, our Founder & CEO literally wrote the book on strategic legal technology, which you can learn more about here. https://www.modernlawfirmbook.com/

With nearly 20 workplace excellence awards under our belts and a top ethics award to boot, we take our people and our environment to heart. Take a look at the Scrapbook page on our website and listen to this podcast with our Founder & CEO to see (and hear) what we mean.

https://www.optimalnetworks.com/2009/11/07/1109-optimal-networks-wins-top-ethics-award/

https://www.optimalnetworks.com/company/scrapbook/

https://theteamworkadvantage.transistor.fm/episodes/heinan-landa-the-power-of-strong-organizational-core-values

It boils down to this: a team that is happy and engaged is going to provide its clients with the absolute highest level of service. We’re about helping people in the best possible way and delivering the kind of support that our competitors wish they could match.

Join us?

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance

License/Certification:

CompTIA A+ (Required)

Ability to Commute:

Rockville, MD 20850 (Required)

Work Location: Hybrid remote in Rockville, MD 20850

Quick Apply

Refine Your Search

Helpdesk Analyst jobs in Rockville, MD

IT Support Center Specialist (Tier 1)

SupportCenter Specialist - Tier 1

IT Analyst

HELPDESK ANALYST

IT Helpdesk Analyst (Level 1 / L1 Support)

Service Desk Analyst Journeyman (Must be a U.S. Citizen) - USDA

Service Desk Analyst

Management and Program Analyst

Financial Management Analyst

Technical Program Analyst

Senior Accounts Payable Analyst

Social Science Analyst

IT Support Services

CRM Business System Analyst

Service Desk Lead

CAC Analyst

Security Analyst

IT Operations Manager

Program Analyst -Army Risk Reduction and Prevention Visualization Dashboard

Acquisition Systems Analyst

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