Help Desk Associate

Help Desk Associate

JOB-10045345

Anticipated Start Date

12/08/2025

Location

Reston, VA

Type of Employment

Contract-to-Hire

Employer Info

Client is a global leader in subsea, onshore/offshore and surface projects, providing engineering, procurement, and construction services.

Job Summary

Our client is seeking a Help Desk Associate who will assist with the day-to-day IT Service Management process based on industry standards. You will help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports. Your work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures.

Job Description

• Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects; configures and installs standard hardware and software; provides basic automation support and coordination to the project; implements the IT portion of the project closeout plan.
• Performs a broad range of varied automation and communications related work activities. Plans and schedules own work within a limited time horizon.
• Help Desk Operations
  • In this role, you will provide 24x7 first line support for IT services to internal users. You will respond to IT requests and incidents, troubleshoot issues, provide feedback, assist in the development of new procedures, and participate in the rollout of new technologies and services. Your work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally.
• IT Service Management
  • In this role, you will assist with the day-to-day IT Service Management process based on industry standards. You will help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports. Your work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures.
• Local Infrastructure/Deskside Operations
  • In this role, you will deploy and provide hardware and IT services to internal end users in company offices. You will diagnose and resolve hardware and software related issues, maintain and troubleshoot local IT infrastructure, network and collaboration services, and participate in the rollout of new technologies and services. Your work will contribute to improved incident resolution and customer service standards.
• Mobility & Wireless Operations
  • In this role, you will Identify, diagnose, and resolve problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services. You will participate in the development and rollout of new technologies and services to enhance end user experience and meet business needs.
• Local Infrastructure / Deskside Operations
  • Deploys and provides end user hardware and IT services to internal users in company offices locally
  • Diagnoses and resolve local Infrastructure, hardware & software related issues
  • Follows standard operating procedures for IT requests and incident services to the end-user
  • Improves Incident resolution and customer service standards
  • Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues
  • Participates in the rollout of new technologies, services, and security remediations
• Helpdesk Operations
  • Provides 24 x 7 first line support for IT services to internal users
  • Follows standard operating procedures for IT requests and incident services to the end-user
  • Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally
  • Provides feedback and assists in development of procedures, work instructions and new scopes
  • Participates in the rollout of new technologies, services, and security remediations
• Mobility & Wireless Operations
  • Deploys and provides mobile devices and mobility services to internal users
  • Follows standard operating procedures for mobility services to the end-users
  • Troubleshoots end user performance issues for mobile devices (Smart phones, tablets, data devices, etc.) as well as mobile applications and Company App Store
  • Provides feedback and assists in development of procedures, work instructions and new scopes
  • Responsible for mobility asset and inventory management
  • Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services
  • Participates in the rollout of new mobility technologies and services

Skills Required

• Requires a University Hire with 1-2 years of experience or 5-6 years of relevant work experience.
• Required Knowledge and Skills:
  • Basic knowledge of corporate, industry and professional standards.
  • Basic knowledge of project management concepts and tools.
  • Ability to handle customer interactions in an accurate, effective and timely manner.
  • Ability to articulate ideas and write clear and concise reports

Education/Training/Certifications

• High school diploma or GED

Additional Requirements

• Must be a US citizen.

We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.