What are the responsibilities and job description for the Enterprise Service Desk Analyst position at Astrion?
Overview:
Astrion offers comprehensive services that boost preparedness, optimize performance, and ensure success across various domains, from Cyber to Digital, Mission and Systems, servicing our nation's Civilian, Defense and Space communities. We support customers with Centers of Excellence in Washington DC, Huntsville, AL and Burlington, MA with an additional 36 locations across the U.S.
Astrion has an exciting opportunity for an Enterprise Service Desk Analyst.
JOB DETAILS
REQUIRED QUALIFICATIONS / SKILLS
At Astrion, we innovate, elevate, and shape the world of tomorrow. At our core is our purpose to “Be the Difference”. This means we encourage our employees to take action and be the driving force for positive change. We foster an environment where innovative solutions flourish and our company continuously evolves.
We have a culture of care, empathy, and making a tangible difference within our organization and communities. We embrace continuous learning, growth, and innovation, and pushing the boundaries of what’s possible. We promote collaboration and empowering our teams is at the core of our success.
Join Astrion and Be the Difference in your career and the world!
Astrion is an Equal Employment Opportunity/Affirmative Action Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Be the Difference
Astrion offers comprehensive services that boost preparedness, optimize performance, and ensure success across various domains, from Cyber to Digital, Mission and Systems, servicing our nation's Civilian, Defense and Space communities. We support customers with Centers of Excellence in Washington DC, Huntsville, AL and Burlington, MA with an additional 36 locations across the U.S.
Astrion has an exciting opportunity for an Enterprise Service Desk Analyst.
JOB DETAILS
LOCATION: Huntsville, AL
JOB STATUS: Full-Time
TRAVEL: Less than 10%
REQUIRED QUALIFICATIONS / SKILLS
-
Education/Experience:
- Bachelor's degree in Computer Science, Engineering or relevant field with 2 years of IT-related work experience OR
- Associates degree in Computer Science or related field and 5 years related experience OR
- Current relevant IT certification(s) (A , Network , Security , Cloud , MS Certified Solutions Associate (MCSA/MCSE), ITIL, CCNA, Azure, and/or other relevant certifications)
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In addition to the education/experience requirements above:
- Minimum of 3 years’ experience as a help desk technician or other IT customer support role required.
- Solid understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic IT technical issues
- Ability to work in different environments (on-prem Windows & cloud-based Microsoft Office 365 & Azure Gov)
- Experience using tools including, but not limited to, Microsoft Defender, Intune, Remote Support, and Microsoft Entra ID
- Experience with Windows 10/11
- Excellent communication skills
- Customer-oriented and cool-tempered
- Ability to obtain a Secret Clearance
DESIRED QUALIFICATIONS / SKILLS
- Active Secret Clearance
- Experience with ManageEngine ServiceDesk Pro and Beyond Trust Remote Support
- Experience with Property/Asset Management
- Background of system administration with Linux and Windows Server OS
- Background of Enterprise Network Administration
- Experience with Microsoft Azure or AWS Cloud Tenant administration
RESPONSIBILITIES
Duties include, but are not limited to:
- Workstation set-up and configuration (installing OS, install updates, provision workstation in Azure)
- Configuring, maintaining, and troubleshooting company laptop/desktop systems and related IT equipment peripherals
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Provide end-user assistance for workstation issues
- Manage Help Desk tickets in a timely manner
- Help users with software installations
- Help users with access to their accounts (password resets, etc.)
- Help users reconnect phones or add new phones for multi-factor authentication
- Help users with connection issues (e.g., VPN connectivity, access to Office 365 accounts)
- Help new users setup their computers on Day 1 (initial set-up of Multi-Factor Authentication; Set-up of Office 365 accounts; etc.)
- Printing assistance (help users that have trouble connecting to printers)
- Troubleshoot common hardware and software issues
- Provide users with their initial login credentials prior to onboarding
- Assist users with their desk phones (e.g., physical phones, soft phones)
- Assist with asset management and configuration management software tools
-
Interface with internal IT and company organizations
- Cyberoperations – assist Cyber Ops team as needed to resolve cyber issues involving end users (e.g., help remediate detected virus or malware; identify who the users are for devices that exhibit suspicions behavior)
- Enterprise Infrastructure group: collect and relay user requirements to this group (e.g., communicate special hardware or software needs being requested by end users); assist with implementation of requirements in the overall IT infrastructure (e.g., Tier 1/Tier 2 support to infrastructure upgrades)
- Cybersecurity Compliance – assist Cyber Compliance team with audits and reviews and collecting evidence of cybersecurity controls
- Position requires predominantly Monday thru Friday on-site work at our corporate offices
What We Offer
- Competitive salaries
- Continuing education assistance
- Professional development allotment
- Multiple healthcare benefits packages
- 401K with employer matching
- Flexible time off (FTO) along with a federally recognized holiday schedule
Who We Are
At Astrion, we innovate, elevate, and shape the world of tomorrow. At our core is our purpose to “Be the Difference”. This means we encourage our employees to take action and be the driving force for positive change. We foster an environment where innovative solutions flourish and our company continuously evolves.
We have a culture of care, empathy, and making a tangible difference within our organization and communities. We embrace continuous learning, growth, and innovation, and pushing the boundaries of what’s possible. We promote collaboration and empowering our teams is at the core of our success.
Join Astrion and Be the Difference in your career and the world!
Astrion is an Equal Employment Opportunity/Affirmative Action Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
