IT Analyst

· Act as the first line of support for all IT issues via phone/email/portal/client facing

· Configure and deploy workstations per client standards

· Create and take ownership of tickets using Dynamics 365

· Troubleshoot and resolve desktop and application incidents in person and using our Remote Management & Monitoring System

· Escalate tickets to Tier 2 and 3 members while maintaining ownership of the tickets

· Provide regular and frequent communication with the client to keep them informed on ticket status and the anticipated resolution timeframe

· Document and close tickets

· Create documentation guides and SOP’s

· Perform regular visits to client sites in the DC Metro area to provide desktop and application support

Do you have experience in Productivity software support?, · Troubleshooting and administering Microsoft Office 365

· Managing and troubleshooting Active Directory on-premise, Azure AD, and hybrid environments

· Troubleshooting Mac OS / Applications

· Working within multiple domain environments

· Exceptional face to face and phone customer focused presence.

· Basic networking understanding

· Experience in drafting self-help documentation

• Experience with using Splashtop for RMM

• Microsoft 365 certifications. MS900 & AZ900 must be obtained within 90 days of employment.

Minimum Basic Requirements

· Experience with Microsoft Office 365 and Active Directory

· Computer hardware troubleshooting

· Customer service

· Logical troubleshooting

· Ability to work collaboratively with team members

· Ability to occasionally lift 50 lbs

· 1+ year experience in previous help desk role or equivalent knowledge, * Office 365 Admin: 2 years (Required)

• Active Directory: 2 years (Required)
• Direct IT HelpDesk: 2 years (Required)
• Azure Active Directory administration: 1 year (Required)

Tysons, VA 22182 Hybrid work $50,000 - $60,000 a year - Full-time, Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance