Help Desk Analyst (Corporate IT Team)

About the Role

COLSA’s Corporate IT team is seeking a customer-focused Help Desk Analyst to join our Help Desk Team and provide day-to-day technical support to employees across the United States. In this role, you’ll serve as a key resource for end users, providing both desk-side and remote support to troubleshoot and resolve technical issues and help keep our workforce connected and productive. This is an on-site position based at COLSA’s Corporate Headquarters in Huntsville, Alabama.

Responsibilities

• Provide desk-side and remote assistance to resolve end-user technology support issues.
• Assist users with the installation, operation, configuration, and use of supported hardware, software, and applications.
• Troubleshoot and resolve hardware, software, application, and connectivity issues through on-site support, remote desktop tools, diagnostic testing, installation, replacement, and repair.
• Set up and configure computers and related equipment for new users and assist with workstation relocations as needed.
• Administer user accounts and access across various systems, including Active Directory and RSA SecurID.
• Troubleshoot and support Microsoft 365 applications and services, including OneDrive and Exchange.
• Monitor, document, update, and resolve support requests through the help desk ticketing system.
• Provide IT support in accordance with applicable company and government policies, standards, and security requirements.
• Escalate issues to engineers, developers, analysts, or other IT personnel when appropriate.
• Interface with vendors and perform other IT or administrative duties as assigned.

Requirements

• High school diploma or equivalent.
• Two or more years of experience in a Help Desk, Desktop Support, or similar IT support role.
• Working knowledge of Windows 11, Microsoft 365 applications and services, and common desktop hardware and peripherals.
• Experience troubleshooting hardware, software, application, and connectivity issues.
• Strong customer service, verbal, and written communication skills, with the ability to patiently and clearly assist users with varying levels of technical proficiency.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Detail-oriented with the ability to work independently and as part of a team.
• Ability to lift and carry up to 30 pounds with or without reasonable accommodation.
• Availability to provide support during nights, weekends, and holidays, as needed.
• U.S. Citizenship required; must be able to successfully pass a background investigation prior to start date.

Preferred Qualifications

• One or more relevant IT certifications, such as CompTIA A+, Network+, or Security+.
• Experience with Windows environments, Active Directory, and Group Policy.
• Experience with VMware Horizon and virtual desktop infrastructure (VDI) environments.
• Experience with RSA SecurID, Palo Alto Networks, and GlobalProtect.

Benefits

• Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, Accidental Death & Dismemberment.
• Supplemental Income Protection Programs.
• 401(k) with company match.
• Flexible Spending Accounts.
• Employee Assistance Program.
• Education & Certification Reimbursement.
• Employee Discount Program.
• Paid Time Off and Holidays.

This position is full-time, on-site, and hourly. Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.