Custom Software Systems, Inc. (CSS) is seeking a Help Desk/Desktop Support Analyst with strong Help Desk Support experience to serve as part of a Tier 1 organization.

The successful candidate for this position is eligible to work over 40 hours a week, as required by the Shift Supervisor. The candidate should demonstrate strong technical knowledge and experience with ServiceNow, M365 applications and have experience supporting HP Desktops/Laptops/Tablets and Microsoft Windows Desktop OS. The successful candidate will be expected to interface with internal customers and various technical support teams.

The demonstrated ability to follow standard operating procedures and processes is essential.

The candidate may be tasked to perform Supervisory or Lead Analyst roles as delegated by the Help Desk Manager or Supervisor.

The posting below is for a 1st Shift (Wednesday – Sunday, 7:00am to 3:30pm) Help Desk position at the client’s Washington DC campus.

Responsibilities

• Help Desk Support experience to serve as part of a Tier 1 organization.
• The successful candidate for this position is eligible to work over 40 hours a week, as required by the Shift Supervisor.
• Should demonstrate strong technical knowledge and experience with ServiceNow, M365 applications and have experience supporting HP Desktops/Laptops/Tablets and Microsoft Windows Desktop OS.
• Interface with internal customers and various technical support teams.
• The demonstrated ability to follow standard operating procedures and processes is essential.

Clearance

• Must be clearable.

Citizenship

• US Citizenship

Required Qualifications

• At least five (5) years of overall IT experience, including a minimum of three years of experience providing general help desk support with previous experience opening and maintaining help desk cases via ServiceNow.
• At least two (2) years’ experience in desktop/laptop troubleshooting or operations support.
• Excellent written and oral communications are as this position will interface with clients via phone and e-mail.

Demonstrated ability to concisely summarize and document client issues is .

• At least five (5) years supporting Microsoft Windows 10 and 11 operating systems
• At least three to five 3-5 years’ experience supporting M365 applications including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Teams, and Microsoft Outlook.

Knowledge, Skills & Abilities

• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Knowledge of iPhone or similar smart phone support.
• Demonstrated analytical and problem-solving skills.
• Strong interpersonal and communication skills who can work with people at various levels of the organization.
• Familiarity with maintaining documentation and communication via Microsoft SharePoint, Excel, Word, and Outlook.

Education

• BS/BA in Information Systems, Computer Science, or related field

Compensation & Benefits12

• Wage Range: Negotiable
• General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:
• Health insurance plans
• Health Savings Account (HSA)
• Dental
• Vision
• Long-term disability
• Short-term disability
• Basic term life insurance
• Supplemental term life insurance for employees, spouses, and dependents
• Simple IRA
• Parking/Commuting expense reimbursement
• Training/Education