Technical Service Analyst, End-User Support
Overview
As a Technical Service Analyst, you will own end-user support across a professional enterprise environment, resolving hardware, software, and Microsoft technology issues onsite and remotely. You will serve as the primary IT contact, partnering with a service-oriented team to minimize downtime. This contract role in Washington, DC, demands polished communication and fast, accurate troubleshooting. You will directly impact user productivity from day one.
What You'll Do8
- 1Resolve Windows 10/11, Office 365, and Active Directory account access issues within the first 90 days.
- 2Troubleshoot hardware failures for Dell and Lenovo laptops, including VPN connectivity and Citrix remote access.
- 3Deploy and configure Microsoft endpoints using SCCM and Intune.
- 4Drive ticket resolution in ServiceNow with clear documentation and follow-up.
- 5Support Outlook and Exchange issues, including mailbox permissions and calendar sharing.
- 6Image and provision workstations for new hires, ensuring compliance with IT policies.
- 7Escalate complex incidents to engineering teams with clear diagnostics and impact analysis.
- 8Deliver white-glove support to executive leadership during critical meetings and events.
Requirements7
- 12+ years providing end-user support in an enterprise environment.
- 2Hands-on experience with Active Directory, Office 365, and Exchange.
- 3Proficiency in Windows 10/11 and macOS support.
- 4Working knowledge of VPN and remote access tools like Citrix.
- 5Familiarity with ServiceNow or similar ticketing systems.
- 6Strong verbal and written communication for interactions with non-technical users.
- 7Ability to lift 20+ lbs for equipment setup and relocation.
Salary Insight
$28k per year
Location
Required Skills
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