Help Desk Analyst

Nationwide IT Services, Inc. • Fort Detrick, MD, US • 1m ago

Help Desk Analyst
Active Secret Clearance
CompTIA Security+ CE
Hybrid
Fort Detrick, MD

Duties and Responsibilities:
Provides Tier I/II helpdesk IT support to DHACA R&D customers while working with DHA and external organizations to resolve both technical and functional issues affecting the IT systems.

Help Desk Analyst uses a variety of skills to support DHACA R&D customers, including but not limited to:

• Proficiency using PowerShell to develop and maintain scripts for various reports, patching, and other functionality
• Experience with Enterprise email, including creating and provisioning distribution lists and mailboxes
• Experience with MECM, including developing and deploying application packages
• Experience troubleshooting Microsoft Windows 11 or newer Microsoft Office 365 Suite applications
• Experience working with applications such as Splunk, McAfee/Trellix/Windows Defender Antivirus, Microsoft Edge, Firefox, Chrome, Adobe Acrobat, and HID Active Client
• Experience creating and updating Standard Operating Procedures (SOPs)
• Experience troubleshooting Multifunction Devices (printers)
• Experience using remote access tools such as Bomgar and Microsoft Remote Desktop Protocol (RDP)
• High level of professionalism, attention to detail, and ability to multitask
• Ability to work closely with teammates in a Hybrid work environment (on-site/teleworking)
• Maintain currency and a high level of technical skill in the field of expertise
• Familiarity and experience in troubleshooting government-issued Apple iPhones.

Job Description/Requirements:
Comprehensive knowledge across key tasks and high-impact assignments, and function as technical experts across Tier I, II, and Help Desk support.

Provide IT support both desk-side and remotely based on need.
Provide installation, configuration, troubleshooting, and maintenance of Government Furnished Equipment (GFE), including, but not limited to, computers, mobile devices, Multi-Function Devices (MFD), and peripherals.
Provide installation, configuration, troubleshooting, and maintenance of software, including, but not limited to, Microsoft Windows Operating Systems, Microsoft Office 365, web browsers, Adobe Acrobat, remote access tools, mission-critical applications, and applications listed on the DoD/Army/DHA approved products list.
Provide network administration services such as replacing Ethernet cables between a computer and wall port, connecting/replacing patch cables, and identifying physical switch ports.
Provide Video Teleconferencing (VTC) systems support, assisting customers who have scheduled a conference room with ensuring audio/video is working and troubleshoot as required.
Responsible for ensuring organization-owned equipment/software conforms to all IA requirements, as defined by the IAM, to obtain and maintain an ATO.
Assist the IAM in accomplishing paragraph 5.2.2.6 by providing support for IA requirements such as vulnerability mitigation (patching), executing queries/reports on organization systems/computers (compile software lists, installed software versions, etc.), providing information for Plan of Action and Milestones (POA&M), establishing and maintaining IA service accounts, and configuration of devices to support security scans.
Utilize Enterprise-provided management tools to assist with performing tasks outlined within this PWS, including, but not limited to, Microsoft Configuration Manager (MECM), Splunk, Active Directory, Group Policy, Assured Compliance Assessment Solution (ACAS), Bomgar, and RDP.
Develop and maintain SOPs and Knowledge Base Articles (KBAs) for processes and procedures relevant to the operation/configuration of hardware/software and/or organization business processes.
Experience using PowerShell and Batch scripting.

Working knowledge of the following applications/systems:

PowerShell
Power Platform
ACAS Scanning Tools
Service Now
Microsoft 365
Active Directory
Printers
RDP
Trellix
Splunk
Bomgar
Windows Defender
Customer Service
Help Desk

Required Clearance and Certifications:

ACTIVE SECRET Clearance
CompTIA Security+ CE

About Nationwide IT Services
NIS is an IT and Management consulting company, is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.  
 
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP), and educational reimbursement, along with Pet Insurance.

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.