Help Desk Analyst

Global Science & Technology, Inc. (GST) is seeking a Help Desk Analyst This position is located in Arlington (Crystal City), VA but is approved for a hybrid model of onsite and telework. The Help Desk Analyst will provide second-tier help desk support for the NRESS contract staff and for NASA peer review panel meetings as part of the NASA Research and Education Support Services contract. Coordinate laptop/desktop maintenance, delivery, and installation of new IT equipment. Provide user support for applications. Respond, research, and resolve any questions or issues about the operation of the desktop, operating system, and applications. Report and escalate networking issues to the LANWAN Analysts. Answer Help Desk calls and e-mails professionally and courteously. Communicate effectively with end-users. Conduct testing for user application updates, operating systems, and utility packages., * Provide Helpdesk Support via telephone, emails, and personal contact

• Image and Deploy desktop and laptops
• Manage updates and installation
• Log and manage outages; accurately and completely document incident information
• Follow up on open trouble tickets to final resolution
• Provide user training and assist when needed
• Conduct quality assurance & Endpoint Protection
• Keep management and peers updated on recurring issues.
• Provide support for Cross Platform Networking
• Research IT Issues and act as secondary support for Video Projection System, The applicant's home office will be designated as the official duty station. However, office space will be provided in Arlington (Crystal City) should the applicant prefer to work on-site. For in-person support, the position will require travel to the Arlington (Crystal City), VA offices approximately 3x-4x per month. Reimbursement for commuting costs will not be available.

High School Diploma or G.E.D. 5 years of relevant experience with customer IT or IT Help Desk support.

• Experience working with PC and Macs
• Excellent customer service attitude
• Excellent oral and written communication skills

GST offers competitive salaries; vacation, sick, and holiday leave; major medical, dental, life, long-term, and short-term disability insurance; 401K retirement plan; tuition assistance; and opportunities for employee career growth and development.