Help Desk Analyst

DCCA is a veteran-owned IT business specializing in providing innovative solutions to a variety of government agencies and commercial enterprises since 1982.  DCCA is proud to offer career growth opportunities and a competitive compensation and benefits package.  Visit our website at: www.dcca.com

Help Desk Analyst

Candidate must have or be willing to obtain a Public Trust Clearance.

For over 40 years, DCCA has provided a broad range of IT services to government agencies and commercial enterprises, helping them to feel confident in their IT infrastructure. With DCCA, these organizations can be confident in the flexibility and skill of their IT partners, allowing them to upgrade their technology quickly and efficiently. Better yet, thanks to DCCA’s successful track record, clients can rest assured knowing DCCA can tackle any problem with ease, allowing them to focus on the work that matters.

Internally, DCCA prides itself on a culture built on integrity and inclusivity, allowing its employees to build lasting skills and relationships. As a veteran owned business, DCCA knows the importance of recruiting employees with a wide range of backgrounds, allowing for every problem to be approached by a diverse array of perspectives. Join us and be part of a team that has a people first mentality and a dedication to excellence.

Key Task (Major duties and responsibilities):

·        Help Desk Specialist

·        Provide Tier 1 help desk support by phone and email

·        Provide general technical support

·        Gather call metrics and provide reporting

·        Escalate to Tier 2 or other partners as required

·       Install desktop hardware and software

·       Troubleshoot desktop/laptop issues

·        Provide support to the development, testing, and infrastructure teams as required

·        Scenario-based-scripted support for a password reset, account unlock, and username assistance

·        Provide cross-functional support for corporate desktop tickets 

Required Skills:

·        Superior oral and written communication skills, including the ability to lead discussions, work with business teams, and interface with customers

·        Knowledge in Window 10 and 11 Operating Systems

·        Original and innovative problem-solving skills

·        Exceptional analytical skills and ability to translate concepts to designs

·        Capability to multi-task and manage competing priorities

·        Ability to accept input from and provide guidance to design team members and project sponsors

·        Ability to be self-motivated and work independently when needed

·        Willingness to take a service-centered approach to development

Desired Skills;

·        Minimum three years of technical experience 

The proposed salary range for this position in Maryland is 50,000 to 70,000. Final salary will be determined based on various factors. Our comprehensive benefit offerings include healthcare, retirement plan, paid disability and life insurance programs, employee assistance program, paid and unpaid leave programs, education assistance, and wellness initiatives.  

At DCCA, we believe the key to providing our clients with unrivaled services starts with retaining top talent, something we’re able to do through our consistent commitment to building culture and comprehensive benefits.

Competitive Compensation: While salary at DCCA is determined by various factors, we are committed to making sure our salaries reflect the skill and expertise of our employees. In addition, each year we perform an annual salary review ensuring pay is equitable across both the company and industry at large.

Growth Opportunities: DCCA makes it a priority to help you grow and support your career advancement. From upskilling programs to recertification support, to professional development opportunities, we’re here to help you grow your career and create lasting relationships.

Emphasis on Inclusivity: DCCA’s culture emphasizes respect, equity, and opportunity and is supported by an array of business resource groups and other opportunities for connection.

Empowering Health: DCCA’s benefits which encompass healthcare, paid time off, and flexible 401(k) options encourage you to live a healthy and fulfilling life, both in and outside of work. Learn more about our total benefits package on our Benefits page.


 

Mission Focused Work: From the defense industry to health IT management, DCCA allows you to work on innovative projects whose outcomes improve people's lives and solve today’s IT problems. 

DCCA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.