SUMMARY
The Helpdesk Analyst works as a member of the PDRI helpdesk under the technical direction of the Helpdesk Lead.
Requires a Bachelor’s degree or current coursework in pursuit of a Bachelor’s degree and some amount of experience or familiarity in the IT field. Has knowledge of commonly-used IT concepts, practices, and procedures. Relies on instructions and pre-established guidelines to perform the functions of the job.
PRIMARY RESPONSIBILITIES
1. Responds to helpdesk tickets through use of the help desk platform (email based). Occasionally communicates with users by phone call or Teams meeting to discuss complex issues or to view the user’s screen.
2. Works to resolve helpdesk tickets in support of PDRI customers and employees. Most frequently, researches and resolves customer issues with Palladium, PDRI’s proprietary assessment platform. For more complex issues, the Help Desk Analyst will coordinate with PDRI technical experts and consultants to ensure the correct response.
3. The Help Desk Analyst will occasionally support PDRI users with configuring/repairing computers, diagnosing and resolving network/internet issues, and supporting PDRI client applications.
4. Acts as the “on call” helpdesk analyst on selected weekends / evenings with other helpdesk analysts (approx. 1 weekend per month).
5. Other duties as assigned.
KNOWLEDGE AND SKILL REQUIREMENTS
Ability to obtain and maintain a U.S. security clearance is required. Basic reading, writing, and arithmetic skills required. Ability to investigate and analyze information and to draw conclusions. Ability to test, and troubleshoot system software. Ability to write technical instructions in the use of programs and/or program modifications. Ability to learn and support new software. Work with clients and teammates requires excellent communication and interpersonal skills. These skills are normally acquired through a combination of a Bachelor's Degree along with IT and related work experience.
PDRI is an equal opportunity employer.All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
PDRI is a federal contractor employer, US Citizenship is required.
Equal employment opportunity, including veterans and individuals with disabilities.
PI281732656
