Helpdesk Analyst

Job Description

We have an opportunity for a full-time IT & AIForge Helpdesk Analyst to join our Operations team. The successful candidate will be a highly motivated, customer-focused IT professional responsible for providing technical support to internal end users and Tier I technical support for AIForge clients, while actively monitoring and managing the IT support queue in ConnectWise Manage. This role requires the ability to prioritize and resolve internal IT support requests efficiently, coordinate with other IT team members and external vendors to address escalated or high-volume IT issues, and provide responsive Tier I support to AIForge clients. The candidate will also assist AIForge clients with software installation, user setup, basic configuration, troubleshooting, and gathering technical information for issues requiring additional technical support.

Typical Responsibilities

End-User & IT Support

• Deploy, configure, and validate new laptops, including operating system setup, security hardening, driver updates, encryption (BitLocker), and installation of standard software packages.
• Create, configure, and manage Microsoft 365 user accounts, including MFA enrollment, role assignments, mailbox setup, and security group membership.
• Build and maintain distribution lists, Microsoft Teams channels, and shared mailboxes, and manage user access permissions in accordance with company security standards.
• Set up and administer SharePoint Online sites for internal teams and external partners, including permissions management, site organization, and access governance.
• Implement and manage Microsoft 365 policies, such as conditional access, password policies, device compliance rules, and email security settings, to support a secure and compliant environment.
• Provide day-to-day technical support for end users by troubleshooting and resolving issues related to Microsoft 365 applications, email delivery, Teams collaboration, hardware, software, printers, network connectivity, VPN access, and mobile devices.
• Monitor and manage incoming IT support requests through ConnectWise Manage, ensuring tickets are properly categorized, prioritized, assigned, documented, and resolved within established service levels.
• Proactively review the IT ticket queue to identify high-priority issues, recurring problems, aging tickets, and service bottlenecks, and take appropriate action to maintain timely resolution.
• Coordinate with other IT team members and external vendors to address complex, escalated, or high-volume support requests, ensuring effective workload distribution and follow-through.
• Assign and track software licenses across multiple platforms, including Microsoft 365, Adobe, and specialized business tools, and support end users with installation, activation, and configuration.
• Maintain and update the IT asset inventory, including laptops, peripherals, software licenses, warranty information, and device lifecycle status.
• Perform routine system checks and preventive maintenance, including patching, antivirus updates, performance monitoring, and device health reviews.
• Support employee onboarding and offboarding activities, including account provisioning, equipment deployment, access management, and recovery of company assets.
• Document technical procedures, troubleshooting steps, and support resolutions to improve knowledge sharing and operational efficiency.
• Provide technical guidance and user training to promote effective use of IT systems, security awareness, and adherence to company technology policies.
• Take ownership of internal IT support requests through resolution and ensure support activities and resolutions are accurately documented.

AIForge Client Support – Tier I

• Provide Tier I technical support to AIForge clients and serve as a first point of contact for AIForge-related support requests.
• Assist clients with installing, configuring, and validating AIForge within their environment in accordance with established installation and deployment procedures.
• Assist clients with creating, configuring, and managing AIForge user accounts and access permissions.
• Support AIForge client onboarding, including user account setup, access validation, and basic product orientation.
• Assist clients with common AIForge application, authentication, configuration, connectivity, and access issues.
• Provide basic technical guidance to clients on the use of AIForge and assist them in following established product procedures and documentation.
• Troubleshoot Tier I AIForge issues using available documentation, knowledge-base articles, standard operating procedures, and diagnostic tools.
• Assist clients with basic environment and deployment-related troubleshooting, including connectivity, system access, and required configuration information.
• Gather complete and accurate technical information for AIForge issues that cannot be resolved at Tier I, including error messages, screenshots, logs, configuration details, environment information, and steps to reproduce the issue.
• Create, categorize, prioritize, and maintain AIForge support tickets with clear documentation of the issue, troubleshooting performed, findings, and relevant technical information.
• Escalate unresolved AIForge issues to the appropriate Tier II/III support, engineering, or development team with complete and actionable information.
• Monitor and follow up on AIForge issues that have been escalated to ensure appropriate communication and timely progression toward resolution.
• Communicate professionally and clearly with AIForge clients regarding troubleshooting steps, requested information, issue status, and next steps.
• Assist with AIForge software updates, configuration changes, and other client support activities as directed by senior technical staff.
• Maintain and update AIForge installation procedures, troubleshooting guides, FAQs, and knowledge-base documentation.
• Identify recurring AIForge issues and communicate trends, potential product defects, and client feedback to the appropriate technical and product teams.
• Develop a working understanding of AIForge and its use in software development and modernization environments to effectively assist clients with Tier I support.
• Maintain a customer-focused approach when supporting AIForge clients and ensure support requests are handled professionally and efficiently.

Required

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3+ years of experience in IT helpdesk, desktop support, technical support, or related support environments.
• Strong oral and written communication skills with the ability to provide excellent customer service to end users and external clients.
• Experience troubleshooting and resolving hardware, software, Microsoft 365, email, VPN, printer, and network connectivity issues.
• Experience working with IT ticketing systems, preferably ConnectWise Manage or similar service management platforms.
• Ability to prioritize, organize, and manage multiple support requests in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Working knowledge of Microsoft 365 administration, including user account management, MFA, Teams, and SharePoint Online.
• Basic understanding of endpoint security, device management, and IT best practices.
• Familiarity with Windows operating systems, laptop deployment, and standard desktop support tools.
• Ability to learn and support enterprise software applications and client-facing technical products.
• Strong customer service skills and the ability to communicate effectively with both internal employees and external clients.
• Ability to gather, document, and communicate technical information clearly when escalating application issues.
• Experience with virtualization technologies, remote support tools, and cloud platforms such as Microsoft Azure is a plus.
• Basic scripting knowledge (PowerShell or similar) is a plus but not required.
• Ability to work independently while also collaborating effectively with IT, engineering, development, and support team members.
• Strong organizational skills with attention to detail and documentation.
• Genuine desire to learn, adapt, and grow in a technical support environment.
• Must be able to maintain government eligibility requirements.

Desired Skills

• Experience supporting enterprise software applications or SaaS platforms.
• Experience assisting customers with software installation, configuration, and troubleshooting.
• Experience with user provisioning, account management, and access control.
• Familiarity with application logs, diagnostic information, and basic application troubleshooting.
• Experience creating or maintaining technical documentation, knowledge-base articles, or standard operating procedures.
• Familiarity with cloud-based applications and deployment environments.
• Exposure to AI/ML applications, software development tools, software modernization, or modern application-development platforms is a plus.
• Familiarity with GitHub, Azure DevOps, or similar development platforms is a plus.
• Experience working with government or government-support environments is a plus.

About Us

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $72,000 - 84,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.

Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps , Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact [email protected] .