Helpdesk Analyst

NetImpact Strategies is hiring a full-time Helpdesk Analyst based in Virginia for an onsite role. In this position, you will support internal end users with IT troubleshooting while also providing Tier I helpdesk coverage for AIForge clients, helping resolve issues through effective ticket management, documentation, and escalation when needed.

You will work in ConnectWise Manage to monitor the IT support queue, handle escalations, and support deployments and troubleshooting for both desktop and AIForge-related environments. The role includes maintaining user access, security settings, and productivity tools across Microsoft 365, as well as gathering the technical details required for higher-tier resolution.

What you will do

• Deploy, configure, and validate new laptops, including operating system setup, security hardening, driver updates, BitLocker encryption, and installation of standard software packages.
• Create 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 access permissions in line 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, including conditional access, password policies, device compliance rules, and email security settings.
• Provide day-to-day technical support for end users, troubleshooting Microsoft 365 applications, email delivery, Teams collaboration, hardware and software, printers, network connectivity, VPN access, and mobile devices.
• Monitor and manage incoming support requests in ConnectWise Manage by categorizing, prioritizing, assigning, documenting, and resolving tickets within established service levels.
• Review the ticket queue proactively to identify high-priority issues, recurring problems, aging tickets, and bottlenecks, and take action to maintain timely resolution.
• Coordinate with IT team members and external vendors on complex, escalated, or high-volume requests to ensure effective workload distribution and follow-through.
• Assign and track software licenses across Microsoft 365, Adobe, and specialized business tools, supporting installation, activation, and configuration for end users.
• 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 onboarding and offboarding activities, including provisioning accounts, deploying equipment, managing access, and recovering company assets.
• Document technical procedures, troubleshooting steps, and resolutions to support knowledge sharing and operational efficiency.
• Provide technical guidance and user training to support effective use of IT systems, security awareness, and adherence to technology policies.
• Take ownership of internal IT support requests through resolution while ensuring support activities and outcomes are accurately documented.
• Serve as first point of contact for AIForge client support and provide Tier I technical assistance for common application, authentication, configuration, connectivity, and access issues.
• Assist clients with installing, configuring, and validating AIForge according to established deployment procedures, including user account setup and access permissions.
• Troubleshoot Tier I AIForge issues using available documentation, knowledge-base articles, standard operating procedures, and diagnostic tools.
• Collect complete technical information for AIForge issues that cannot be resolved at Tier I, including error messages, screenshots, logs, configuration and environment details, and reproduction steps.
• 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 Tier II/III support, engineering, or development with complete and actionable information, and monitor escalations to ensure follow-up and progression.
• Communicate professionally with AIForge clients on troubleshooting steps, requested information, issue status, and next steps.
• Assist with AIForge software updates and configuration changes as directed by senior technical staff, and maintain 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.
• Maintain a working understanding of AIForge and its use in software development and modernization environments to support Tier I coverage effectively.
• Maintain a customer-focused approach when supporting AIForge clients to ensure requests are handled professionally and efficiently.

What you bring

• 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.
• Must be able to maintain government eligibility requirements.

Helpful experience

• Experience with virtualization technologies, remote support tools, and cloud platforms such as Microsoft Azure.
• Basic scripting knowledge (PowerShell or similar) is a plus but not required.
• 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.

Technologies you will use

• ConnectWise Manage
• Microsoft 365
• Microsoft Teams
• SharePoint Online
• BitLocker
• MFA
• VPN
• Microsoft Azure
• PowerShell
• Adobe
• Windows operating systems
• AIForge

Benefits

• Comprehensive medical, dental, and vision insurance starting the first of the month after you join.
• 401(k) plan with immediately vested employer contributions; no matching required.
• Generous Paid Time Off (PTO) policy.
• One (1) additional day of paid wellness leave per calendar year.
• Ten (10) federal holidays observed.
• Pet Insurance.
• Tuition reimbursement.
• Internal training programs.
• Company-sponsored industry certifications.
• Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more.