Senior Service Desk Analyst | Hanover, MD

This position will be on-site and will require up to 5 days in office per week.
The Senior Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The Senior Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on the spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.

How you'll make an impact

• Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system
• Troubleshoot and resolve end-user hardware, operating system, and software related problems
• Troubleshoot and resolve basic network and server access problems for end users
• Troubleshoot and resolve issues with voice communications (i.e., VolP telephones) and voicemail systems
• Analyze and forward support issues that cannot be addressed by the HelpDesk to appropriate IT personnel
• Install, configure, and test laptops/desktops, mobile devices, peripherals and software
• Responsible for new user setup including user account creation and image-based hardware deployments
• Maintain inventory of hardware devices and software licensing
• Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency. Complete assigned company-wide rollouts of upgraded desktops, laptops, monitors and other computer equipment
• Develop and update help desk documentation and procedures
• Assist employees using Microsoft desktop operating systems (Windows XP, Windows 7) and applications (Outlook, Word, Excel, PowerPoint, Visio, etc.)
• Develop technical knowledge and troubleshooting skills on the Optiv internal applications and IT environment
• Must be willing to be on-site up to 5 days per week
• Perform other duties as assigned

What we're looking for

• High school diploma required. Associates Degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.
• Minimum 3 years of general Help Desk experience in an enterprise environments required
• Must be a U.S. Citizen
• Must be eligible to attain Security Clearance
• Experience supporting Windows desktop operating systems required
• Experience supporting Microsoft Office required
• Working knowledge of OS image creation and deployment concepts and best practices required
• Willingness and ability to take calls after hours and on weekends required
• Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility required
• At least two relevant Microsoft or CompTIA certifications are preferred
• Working knowledge of Active Directory preferred
• Working knowledge of networks and network cabling preferred
• Working knowledge of automated software deployment mechanisms preferred

If you are seeking a culture that supports growth, fosters success, and moves the industry forward, find your place at Optiv! As a market-leading provider of cyber security solutions, Optiv has the most comprehensive ecosystem of security products and partners to deliver unparalleled services. Our rich and successful history with our clients is based on trust, serving more than 12,000 clients of varying sizes and industries, including commercial, government, and education. We have the proven expertise to plan, build, and run successful security programs across Risk Management, Cyber Digital Transformation, Threat Management, Security Operations - Managed Services, and Identity and Data Management.
What you can expect from Optiv• A company committed to championing Diversity, Equality, and Inclusion through our Affinity groups including, Black Employee Network, Disabled Employee Network, Latino Employee Network, Optiv Pride (LGBTQIA+), Veterans Support Network, and Women's Network.• Work/life balance. • Professional training resources• Creative problem-solving and the ability to tackle unique, complex projects• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.• The ability and technology necessary to productively work remotely/from home (where applicable)

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Optiv