Help Desk Analyst 1/2

Position Location:

This position is located in Los Alamos, New Mexico.

Los Alamos is a tight-knit mountain community that consistently ranks as one of Livability.com's Best Small Towns in America. The city is a top spot for outdoor enthusiasts as it has more than 120 hiking and biking trails, and residents enjoy easy access to the Pajarito Mountain Ski Area. Thanks to the University of New Mexico-Los Alamos' presence in the area, Los Alamos also has a college-town vibe that's a major draw for young professionals, families and retirees.

Position Summary

While working to achieve N3B LLCC objectives, will ensure all activities and operations are performed in a safe and deliberate manner; will maintain required safety, security and operational training; assure procedural and regulatory compliance; and make safety, security and quality an integral part of every task; including taking the necessary steps to stop work if continuing the job is unsafe or compromises security.

The Help Desk Analyst 's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively and repeatedly resolving end user help requests within established SLAs. Teaching and instruction customers multiple times on the same issue. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This position is on onsite position and will also provide support for internal IT teams such as cyber security, networking, systems administration, and data integration & support.

Strategy & Planning

• Participate in continuous process improvement activities, reviewing resolutions and analyzing data to make recommendations whenever possible.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs according to Cyber Security requirements and Change Management practices.

Operational Management

• Respond to service requests from many sources including phone calls, emails, remote users and walk-ins
• Manage backlog of IT services requests
• Build rapport with all IT customers and communicate current outage/critical incident status
• Escalate problems (when required) to cyber security, networking, systems administration, and data integration & support.
• Create, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Develop solutions to complex problems
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
• Develop and support the deployment of system updates, patches, monitoring agents and new software utilizing automated tools and manual methods as required
• Test fixes to ensure problems have been adequately resolved
• Document test fixes, How-To, instructions, and procedures.
• Perform post-resolution follow ups as required
• Develop help sheets and FAQ lists for end users
• A+ and Microsoft certifications Preferred.
• Experience working on Microsoft windows desktop 10 and 11 in stand-alone and networked environment (Mac OS is a plus)
• Knowledge of Windows server 2019 and 2022 a plus.
• Proficient in the deployment, troubleshooting, and use of Microsoft Office 2016 and O365.
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• Minimum Qualifications (Knowledge, Skills, Abilities):
• Previous experience preferred from a technical call center, customer service team or IT/Help service desk
• Understanding of software deployments, troubleshooting, and use of Microsoft Office 2016+ and O365
• Understanding how to administrate permissions involving account and group management using active directory.
• Printer assignment and management.
• Understanding of Microsoft O365 Exchange mailbox and distribution group management a plus
• Experience in the management of Virtual Desktop environments preferred
• Good written and oral communication skills, including typing
• Willing to obtain exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
• Preferred knowledge of LAN and WAN environments and hardware
• Exceptional written and oral communication skills, including typing
• Must have the ability to lift, move, and configure industry-common desktop equipment.

Personal Attributes

• Willingness to conduct research into a wide range of computing issues is required
• Ability to absorb and retain information quickly
• Ability to present ideas that is user-friendly business friendly setting as well as provide technical feedback with escalations
• 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 oriented.
• Experience working in a team-oriented, collaborative environment
• Ability to work with local and remote teams
• Ability to handle and enjoy routine tasks and heavy repetition

Education

Level 1: Bachelor's degree in Information Systems, Computer Science, Management Information Systems, or a related discipline however and 0 to 1 year experience. Combination of education and relevant experience wherein the knowledge, skills and abilities to perform the position's duties and responsibilities have been adequately demonstrated is acceptable.

Level 2: Bachelor's degree in Information Systems, Computer Science, Management Information Systems, or a related discipline however and 2 to 4 year experience. Combination of education and relevant experience wherein the knowledge, skills and abilities to perform the position's duties and responsibilities have been adequately demonstrated is acceptable.

Education Equivalency: 2 years of RELEVANT experience for 1 year of college

Benefits and Salary:

N3B offers all full-time employees a comprehensive benefits package that includes 401(k) with employer matching, medical, dental, vision, paid PTO, and more. Starting salary will be commensurate with experience and education.

Business Associations:

Level 1: Contacts are primarily with immediate supervisor, project leaders, and other professionals in the section or group.

Level 2: Primarily internal company contacts, infrequent inter-organizational and outside customer contacts on routine matters

Impact:

Level 1: Contributes to completion of routine technical tasks. Failure to achieve results

can normally be overcome without serious effect on schedules and programs.

Level 2: Contributes to completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendations may cause delays in program schedules and may result in allocation of additional resources.

Working Conditions and Physical Requirements:

Normally assigned to perform work in an office environment. Only electrical hazards and other minor potential hazards normally found in an office environment are anticipated. Job performance requires adequate visual acuity and manual dexterity for meeting the requirements of the discipline. Office work environment.

Safety, Security, and Quality

While working to achieve N3B LLCC objectives, the Help Desk Analyst will ensure all activities and operations are performed in a safe and deliberate manner to include protecting the confidentiality and integrity of Personally Identifiable Information (PII). This role will maintain required safety, security and operational training; assure procedural and regulatory compliance; and make safety, security and quality an integral part of every task; including taking the necessary steps to stop work if continuing the job is unsafe or compromises security.

Equal Opportunity

N3B is an equal opportunity employer. N3B will ensure no applicant for employment or employee is denied equal opportunity because of race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.