IT Desktop Support Analyst – Hybrid-Rockville MD

IT Desktop Support Analyst – Hybrid-Rockville MD 

About us 

Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics. With clients in the US and abroad, we hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II.

Join us in driving growth and seizing new business opportunities.

Minimum Qualification

Seeking a minimum of 4 skilled contractors to assist in resolving approximately 10,000 help desk tickets received annually by the IT department. This position will join the IT Operations Team, responsible for providing hands-on technical support to nearly 2,500 staff across approximately 50 locations, including school health rooms and school-based health and wellness centers.

• Advanced level desktop support including Operating System (OS) imaging, hardware, software, mobile device deployment, troubleshooting, documentation, inventory, computer relocation, commercial off the shelf (COTS) and internal applications support, A/V support, and other duties as assigned.
• Windows OS Administration: Windows10/11 Enterprise.
• Desktop support including Hardware/Software troubleshooting in Windows Active Directory and enterprise domain environments, as well as various VDI solutions.
• Knowledge in troubleshooting enterprise printers.
• Knowledge in rapid deployments, OS imaging, mobile devices, MS Office365 Suite familiarity and various COTS software packages.
• Virtual Private Network support.
• Experience in using helpdesk ticketing systems, i.e. ServiceNow or Remedy.
• Many DHHS employees telework, so the contractor should be familiar and able to provide remote support using telephone and/or MS Teams.
• BS or BA degree (in a technical field is a plus).