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Latitude, Inc. Help Desk Analyst (Clearance Required) in Lynn, Massachusetts

Title: Help Desk Support AnalystLocation: Washington, DC Navy YardSchedule: Full TimeClearance: Active SECRET clearance required to be eligible for considerationDuties and Responsibilities:

  • Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

  • Prioritize customer's requests, follow-up, and track through to resolution.

  • Perform software installation and configurations.

  • Install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.

  • Provide deskside support for equipment on the secure SIPRNet and coordinate with the network administrators.

  • Troubleshoot computer problems, performs hardware and software diagnostics, coordinate needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

  • Maintain proper and accurate documentation of issues and customer communication within ticketing software.

  • Communicate issue trends with senior staff as soon as identified.

  • Monitor voice-mail for calls received outside normal hours of operation, adding any request to the Help Desk Call Tracking Database system.

Minimum Qualifications:

  • 1+ year of similar experience.

  • Minimum of a SECRET level Security clearance.

  • Must have demonstrated strength in managing customer expectations, task prioritization, and daily interface with customers.

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