ITS - Sr End User Support Analyst

The Sr End User Support Analyst position provides high level technical support including maintenance of the computer desktop environment by understanding and analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the USRA IT Service Desk.  This position is responsible for administration and internal support of USRA’s computers (Mac/PCs), printers, and related equipment. Tasks include end-user support (in office and remote),  Active Directory account creation and management, mobile device support, asset tracking and performing Mac/PC (OS and hardware) maintenance, upgrades, imaging/deployments and configurations.

This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position will routinely require independent work, sharing information with other team members and assisting with advanced Service Requests for professional improvement.  This position is located at USRA’s headquarters office in Washington, D.C.  

Essential Duties/Responsibilities: 

• Provide service desk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Helpdesk Service Desk
• Monitor the Jira service desk for tickets assigned to the queue and process first-in first-out based on ITS defined workflow (1st Security Incidents, 2nd Incidents, 3rd Service Requests)
• Provide high level client OS administration to modify configurations, utilities, software default settings, etc. for local and remote workstations
• Utilize and maintain the Jira Service Desk
• Proposes on-going improvements to decrease repetitive service requests, support processes and documents current and new procedures
• As directed and per process, assist with onboarding and offboarding of users such as active directory account creation,  Mac/PC setup, and deployment for new employees using standard hardware, images and software
• As directed, install, test, and configure new workstations, peripheral equipment and software
• Per the process, maintain inventory of all equipment, software and software licenses
• Escalate network and infrastructure issues to the Infrastructure Team.  
• As directed, assign users and computers to proper groups in Active Directory
• As directed, perform timely workstation hardware and software upgrades as required
• Provide in person support to Directors and C-Suite Executives.
• Provide in person support of meetings held by USRA employees and by NASA.  

Required Experience:

• Associates degree in computer science or related field
• 5 or more years professional experience
• Ability to work extended hours and weekends as necessary
• Ability to stay calm under pressure in a fast paced work environment
• Excellent Customer Service reviews
• Experience in troubleshooting advanced client Operating Systems (iOS, OSx, Win 10/11) on a windows domain network
• Experience in troubleshooting hardware systems (HP, Xerox, iPhones, Lenovo, Meraki, peripherals) on a windows domain network
• Experience in troubleshooting security applications and platforms (Antivirus, MFA, VPN, NTFS permissions)
• PREFERRED:   Jira Service Management experience
• PREFERRED:   Certifications – A+, Network+

Knowledge, Skills & Abilities:  

The Sr End User Support Analyst will provide front-line high level technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service desk requests in a timely manner according to the Service Level Agreement (SLA). The Sr End User Support Analyst must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate ITS staff members.  This position must be comfortable supporting Directors and C-Suite Executives in a fast paced environment.    

The Sr End User Support Analyst will also perform root cause analysis (RCA), develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position will be part of an ITS team based out of Washington, D.C. and Houston, TX.   It will routinely require independent work, sharing information with other team members and assisting with advanced Service Requests for professional improvement.

Technology:   

• REQUIRED:   Hands-on experience working in an end-user desktop support role or computer operations environment wit