What are the responsibilities and job description for the Desktop Support/Help Desk Analyst position at Odyssey Information Services?
Job Details
- Role Overview:
This is an onsite, hands-on position focused on supporting a variety of transitional IT projects within a Microsoft Azure environment.
The role involves working with technologies like VMware, cloud solutions, Active Directory (AD), and Office 365 (O365).
You will also provide recommendations and assist in implementing new tools and technologies to enhance organizational IT capabilities.
Primary Responsibilities:- Deliver IT support to end users by addressing hardware, software, and network-related issues.
- Troubleshoot and resolve technical challenges across a wide range of systems and devices.
- Maintain service desk records, document processes, and update installations regularly.
- Monitor and apply patches and software updates to ensure system integrity and performance.
- Assist network administrators and participate in both company-wide and local IT projects.
- Educate staff on cybersecurity practices and assist in maintaining a secure IT environment in collaboration with the SOC team.
- Develop and conduct training programs to enhance user proficiency with IT systems and tools.
- Manage and prioritize incoming help desk requests, escalating issues as needed.
- Perform hands-on troubleshooting, including software installation, hardware upgrades, and system configuration.
- Conduct preventative maintenance on workstations, printers, and peripherals.
- Create and manage user accounts, settings, and permissions.
- Draft technical documentation for knowledge bases and end users.
- Propose and implement improvements to IT systems and processes.
- Test solutions to ensure problem resolution and perform post-resolution follow-ups.
- Education:
- High school diploma or equivalent (required).
- Associate or bachelor s degree in computer science or related field (preferred).
- Experience:
- Minimum of 2 years in a help desk or similar IT support role.
- Proficiency in desktop support, troubleshooting, and hardware/software maintenance.
- Familiarity with O365, Azure AD, Windows Server, and firewall technologies.
- Strong communication skills for interacting with end users and leadership.
- Experience with VPN clients, MFA technologies, and IT ticketing systems.
- Familiarity with infrastructure equipment (e.g., switches, firewalls, VOIP, video surveillance, and door security systems).
- Professional certifications and knowledge of CMMC and NIST security standards are a plus.
- Provide exceptional user support to ensure smooth IT operations.
- Enhance IT infrastructure through proactive maintenance and innovative recommendations.
- Promote cybersecurity awareness and implement robust protection measures.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
