Desktop Support Analyst

  • Next Gen Cyber LLC
  • Chevy Chase, MD, U.S.
  • Apr 29, 2018
Full time Risk Management Technology R&D Systems Development Knowledge Management Network Services Systems Administration

Job Description


Your Next Challenge:


Take a vital role in assisting the desktop support team provide high quality support to our user community.


Support and perform maintenance on the end-user computer environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting JBG’s internal IT Helpdesk operations. Support and administer JBG’s PCs, printers, phones, conference rooms, and related equipment. Tasks include end user support of applications and hardware, performing PC maintenance, upgrades and configurations.


As part of your daily responsibilities, you will be required to work both in-person and over the phone with JBG end-users.  The ability to shift gears and work on multiple technologies on a daily basis will be critical to your success, as will the ability to work successfully with non-technical users.


Customer Support

  • Monitor and respond quickly and effectively to requests received through the help desk ticket system
  • Prioritize tickets based on need and criticality
  • Escalate tickets into problems with the network engineers when broad user groups are affected
  • Work with end user software applications and provide assistance in configuration and use
  • Assist with on-boarding and orientation of new users
  • Document end-user process and procedure
  • Create visual documentation and walk-throughs for end-user self service


Hardware Setup/Support

  • Setup, configure and maintain operation of all end-user IT equipment, including printers, computers, AV equipment, peripheral devices, mobile devices and tablets
  • Maintain inventory and working logs for routine maintenance
  • Troubleshoot and repair (or arrange for repair) of desktop computers and laptops
  • Work hands-on with A/V and conference room equipment
  • Image and re-image workstations as needed


  • Must possess solid verbal, written and interpersonal skills
  • Microsoft Windows 7 and 10 desktop operating systems
  • Microsoft Office 2016 suite and Office 365
  • Mobile devices/tablets (iOS, Android, Windows Mobile)
  • Basic wired and wireless networking concepts and Windows networking
  • Knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc.)
  • Knowledge of Active Directory concepts and administration
  • Basic internet and email concepts (HTTP, SMTP, SSL) troubleshooting
  • Microsoft Desktop Deployment Tools
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
  • Ability to multi-task in a fast-paced environment

Preference will be given to candidates with the following skills:

  • SCCM software deployment and application catalog
  • Service-Now Experience
  • Mac OSX knowledge
  • Windows Server 2008R2/2012/2012R2 experience
  • Industry certifications such as MCTS/MCP/A+/N+/Sec+/ITIL/HDI
  • Bachelor's degree or comparable relevant work of experience

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Travel Requirements: There is potential for local DC/Metropolitan area travel for this role. The successful candidate should be able to travel up to 75% to different sites and property locations. The candidate’s ability to get to and from the properties will be at sole discretion of the candidate.


While performing the duties of this job, the employee is frequently required throughout the day to sit for periods of time, use hands and fingers to handle and feel, and talk or hear in response to end-user inquiries.  Daily requirements include the ability to stand, walk, reach with hands and arms and stoop, kneel, crouch or crawl required to lift between 10 and 25 pounds.  Occasionally, the employee will be required to lift up to 50 pounds.  Specific vision requirements for the job include close vision (at 20 inches or less) and color vision.