Top 169 Service desk analyst Jobs in Washington, Dc

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
DPAE Aircraft Carriers IT Analyst
CACI —Washington, DC
- $72,700 - $149,200 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health insurance
Service Desk Analyst
Highrise Consulting Inc —Bethesda, MD
- $24 - $28 an hour
- Full-time
- Remote
- Research
- Mid-level
- Analysis skills
- Paid holidays
- Disability insurance
Part-Time IT Support Assistant
TSTC —Arlington, VA
- $18 - $30 an hour
- Part-time
- Hybrid work
- Microsoft Outlook
- Office
- Windows
- Employee assistance program
- Flexible schedule
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
Dfuse Technologies —Washington, DC
- Email
- Entry level
Technical Support Analyst
National Association of REALTORS® —Washington, DC
- $60,000 - $75,000 a year
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- Computer literacy
- Dental insurance
- Vision insurance
Quick Apply
Service Desk Analyst
MKS2 Technologies —Arlington, VA
- $30 - $35 an hour
- Writing skills
- Mid-level
- Office
Quick Apply
11d
IT Service Desk Analyst (Level 2 / L2 Support)
AHU Technologies Inc —Washington, DC
- $38 - $43 an hour
- Full-time
- 5 years
- Windows
- Bachelor's degree
Quick Apply
Service Desk Analyst
Strategic Operational Solutions —Arlington, VA
- $65,000 - $72,000 a year
- Full-time
- Mid-level
- Office
- 3 years
Quick Apply
9d
Service Desk Systems Analyst
Concept Plus —Fort Belvoir, VA
- Full-time
- Hybrid work
- Computer science
- Computer Science
- Mid-level
- Paid holidays
- Dental insurance
Quick Apply
IT Product Support Specialist
Great Minds —Washington, DC
- $69,000 - $77,000 a year
- Full-time
- Remote
- Background check
- Google Workspace
- Mid-level
Quick Apply
5d
Help Desk Analyst | Temporary
The Ford Agency —Bethesda, MD
- From $27 an hour
- Temporary
- Mid-level
- Windows
- Bachelor's degree
Help Desk Jr. Analyst
Cogent People Inc —Columbia, MD
- Full-time
- Hybrid work
- Mid-level
- US work authorization
- Experience equivalent to degree accepted
- Paid holidays
- Disability insurance
Service Desk Agent
ANALYGENCE, Inc. —Washington, DC
- Extended hours
- Background check
- Military
- Mid-level
Tier 2 IT Support Specialist
Evolver Inc —Reston, VA
- Weekends as needed
- Remote
- Background check
- Microsoft Outlook
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
Tier 2 Desktop Support Technician
General Dynamics Information Technology —Washington, DC
- $32.30 - $43.70 an hour
- 5 years
- Office
- Continuous improvement
- 401(k) matching
1d
Service Desk Analyst
RIVIDIUM —Alexandria, VA
- Weekends as needed
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
Tier 1 Customer Service Analyst
HUMAN TOUCH LLC —Arlington, VA
- $17.50 an hour
- 8 hour shift
- Pass drug screening
- Mid-level
- High school diploma or GED
- Health insurance
- Paid time off
Quick Apply
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

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service desk analyst jobs near washington, dc

IT Support Center Specialist (Tier 1)

Optimal Networks, LLC
Rockville, MD

Quick Apply

Job Details

Full-time
$25 - $28 an hour

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

service desk analyst jobs in washington, dc

IT Support Center Specialist (Tier 1)

DPAE Aircraft Carriers IT Analyst

Service Desk Analyst

Part-Time IT Support Assistant

IT Helpdesk Analyst (Level 1 / L1 Support)

Service Desk Analyst

Technical Support Analyst

Service Desk Analyst

IT Service Desk Analyst (Level 2 / L2 Support)

Service Desk Analyst

Service Desk Systems Analyst

IT Product Support Specialist

Help Desk Analyst | Temporary

Help Desk Jr. Analyst

Service Desk Agent

Tier 2 IT Support Specialist

Tier 2 Desktop Support Technician

Service Desk Analyst

Tier 1 Customer Service Analyst

IT Analyst

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