ServiceSource · 19 hours ago
IT Help Desk Analyst II
Oakton, VA
Full-time
Onsite
Entry, Mid Level
$33.65/hr - $33.65/hr
2+ years expServiceSource is an organization that champions for people with disabilities and drives innovation. The Help Desk Analyst II provides advanced technical support to end-users by diagnosing and resolving hardware, software, and network issues while ensuring high customer satisfaction and timely resolution of escalated tickets.
Customer ServiceNon ProfitFamily & CareReal EstateAssistive TechnologyElder CareService Industry
Responsibilities
Provide advanced technical support and resolve escalated IT issues in accordance with Service Level Agreements (SLAs)
Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive
Manage Active Directory accounts, permissions, group policies and support and troubleshoot Windows 11 desktop environments and related hardware
Deliver expertise and guidance on Office 365 applications to end users
Conduct site visits, including out-of-state, when necessary, to provide on-site technical support
Perform full hardware and software lifecycle management, including deployment, updates, repairs, and retirement
Install, configure, and maintain desktop applications, operating systems, and related hardware for end‑users
Monitor system performance to proactively identify and resolve potential issues before they impact users
Assist with infrastructure tasks involving servers, networks, VMware, SharePoint, and mobile device security
Support onboarding and offboarding processes by managing account setup, access permissions, and compliance with security policies
Document technical procedures, troubleshooting steps, and maintain accurate hardware/software inventory records
Provide remote and onsite technical support, escalating unresolved issues to higher‑level teams or vendors as needed
Participate in IT projects and initiatives, deliver end‑user training, and analyze help desk metrics to drive service improvements
Other related responsibilities as assigned
Qualification
Required
Associate or bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience)
2–4 years of experience in IT support or help desk environment, with exposure to Tier 2 troubleshooting
Strong knowledge of advanced computer hardware, with expertise in installation and troubleshooting
Experienced in supporting desktop operating systems, specifically Windows 11
Extensive background in application support for Microsoft Office 365
Proficient in Active Directory administration, including user account management, group policies, and access control
Expertise in Microsoft Azure for cloud services, user management, and troubleshooting within enterprise environments
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly and technical language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Preferred
CompTIA A+ certification
CompTIA Network+ certification
CompTIA Security+ certification
Benefits
Health coverage for you and your family through Medical, Dental, and Vision plans.
Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
A generous paid time-off program in which the benefits increase based on your tenure with the company.
Company
ServiceSource
ServiceSource is a 501(c)(3) nonprofit organization with a mission to facilitate services, resources, and partnerships to support people with disabilities, their families, caregivers, and community members.
1001-5000 employees
H1B Sponsorship
ServiceSource has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (24)
2023 (33)
2022 (44)
2021 (56)
2020 (82)
Funding
Current Stage
Late StageLeadership Team
Bruce Patterson
Chief Executive Officer
Nate Hoover
Chief Financial Officer
Company data provided by crunchbase