Help Desk Analyst

Compensation: $20-28/hr

This is a 2 month contract with possibility of extension / full time.

We are seeking a skilled Help Desk Analyst to join our team and provide technical support to users at the National Institutes of Health (NIH) campus in Bethesda, MD. The ideal candidate will have experience in supporting both MAC and Windows environments, possess excellent troubleshooting skills, and deliver outstanding customer service.

• Technical Support: Provide first-level technical support to end users via phone, email, or remote assistance for both MAC and Windows operating systems.
• Issue Resolution: Troubleshoot and resolve hardware and software issues, including network connectivity problems, application errors, and system configurations.
• Software Installation and Configuration: Install, configure, and update software applications on MAC and Windows platforms, ensuring compatibility and functionality.
• Hardware Support: Assist users with hardware setup, configuration, and troubleshooting for desktops, laptops, printers, and other peripherals.
• User Account Management: Manage user accounts, permissions, and access rights in accordance with IT security policies and procedures.
• Documentation and Reporting: Maintain accurate records of support requests, resolutions, and system configurations, and generate reports as needed.
• IT Asset Management: Track and manage IT assets, including inventory, procurement, and disposal, in collaboration with the IT team.
• Training and Knowledge Sharing: Provide training and guidance to users on IT tools, best practices, and security awareness.
• Collaboration: Collaborate with other IT teams and vendors to escalate and resolve complex technical issues and implement IT projects.
• Customer Service: Deliver exceptional customer service, communicate effectively with users, and ensure timely resolution of IT issues to minimize downtime.

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Proven experience as a Help Desk Analyst or similar role, supporting both MAC and Windows environments.
• Strong knowledge of MAC OS, Windows OS, and common software applications.
• Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Remedy).
• Familiarity with ITIL best practices and IT service management processes.
• Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.