Help Desk Analyst

ABOUT THE ROLE

We are seeking a Help Desk Analyst to support N3B in a direct role! This position is full-time and will be based out of Los Alamos, New Mexico.

The Help Desk Analyst‘s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs; 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 will also provide support for internal IT teams such as cyber security, networking, systems administration, and application support.

Responsibilities

• Participate in continuous process improvement activities, reviewing resolutions and analyzing data to make recommendations whenever possible

• Alert management to emerging trends in incidents

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

• Respond to service requests from many sources including phone calls, emails, remote users and walk-ins

• Act as an escalation point for advanced or difficult help requests

• Manage backlog of IT services requests

• Build rapport with IT customers and communicate current outage/critical incident status

• Escalate problems (when required) to cyber security, networking, systems administration, and data integration & support.

• Record, 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

• Perform post-resolution follow ups as required

• Develop help sheets and FAQ lists for end users

Requirements

• Education & Years of Experience – High School Diploma and 2+ years of relevant experience

• Citizenship – To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work

• Clearance – To be considered, you must be able to obtain and maintain a government issued clearance, if needed

• Possess knowledge in VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments

• Must have experience in supporting a Virtual Desktop Infrastructure (VDI) environment

• Proficient with written and oral communication skills, including typing

• Experience working in a team-oriented, collaborative environment and able to demonstrate the ability to be customer service orientated

• Possess previous experience in a technical call center, customer service team or IT/Help service desk

• Proficient in supporting a Virtual Desktop Infrastructure (VDI) environment.

• Proficient with VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments.

• Proficient with Windows 10 in a stand-alone and networked environment (Mac OS is a plus)

• Proficient in the deployment, troubleshooting, and use of Microsoft Office 2016

• Windows Server 2016 Active Directory knowledge for user account and group management

• Microsoft Exchange 2016 mailbox and distribution group management skills

• Working knowledge of LAN and WAN environments and hardware

• Exceptional written and oral communication skills, including typing

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning

Desired Skills

• 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

• Ability to work in local and remote teams

About the Site

N3B manages the Los Alamos Legacy Cleanup Contract for the U.S. Department of Energy Environmental Management’s Los Alamos Field Office, which is responsible for cleaning up contamination that resulted from LANL operations before 1999 and packaging and shipping radioactive and hazardous waste off-site for permanent disposal (n3b-la.com).

ABOUT GEM

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors. Some reasons to join GEM are:

• Our philosophy – We believe in the power of effective collaboration and recognize that good partnerships are the building blocks to success.

• Our relationships – Partnering with federal clients, we solve complex problems, exceed expectations, and advance critical missions.

• Our team – We are committed to managing a cohesive workforce and cultivating a supportive workplace for our employees on contracts and in-office.

• Our community involvement – Supporting our communities, we invest time and money in local schools and non-profit organizations.

COMPENSATION AND BENEFITS

GEM’s offered compensation is dependent on candidates’ education, qualifications, and relevant years of experience. To recruit and retain our exceptional staff, we offer the opportunity to elect benefit packages that best suit our employee’s needs; this includes, but is not limited to, a competitive Salary, Medical, Dental and Vision Insurance (including HSA & PPO options), Paid Time Off (PTO), Paid Holidays, Life Insurance, and a matching 401(k) Retirement Plan.

Please Note: With the exception of mandated state requirements, GEM does not publish salary information on external job boards; as such, most ranges listed are estimates made by vendors and not actual salary ranges.

EQUAL OPPORTUNITY EMPLOYER

GEM Technologies, Inc. is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.