• Job Description

  Req#: 7870

  ServiceDesk Analyst provides on-site and remote support for laptops/desktops/peripherals, commercial software (Microsoft Office, Microsoft 365 Email), approved software/hardware, enterprise applications, and network access. You are expected to possess excellent communication skills, technical skills, and analytical skills in this position.

  A candidate for this position must have experience resolving technical end-user support issues in a service desk setting, be able to perform technical troubleshooting, and perform data analysis to identify root causes. You will work closely with other members of the ServiceDesk and Systems Administration teams to resolve reported client issues in a timely and professional manner. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level.

  Responsibilities :

  • Provide support to end-users via phone, email, and in-person for hardware, software, and network related issues.
  • Troubleshoot and resolve issues related to Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office Suite.
  • Assist users with SharePoint site creation, management, and permissions.
  • Diagnose and resolve network connectivity issues, including Wi-Fi, LAN, and VPN.
  • Assist in the setup and maintenance of network hardware and software.
  • Assist in developing and implementing SharePoint workflows and document management solutions.
  • Administer and support Microsoft 365 applications, ensuring seamless integration and functionality.
  • Manage user accounts, licenses, and permissions within the Microsoft 365 environment.
  • Provide basic web development support for internal and external websites.
  • Assist in maintaining and updating web content using HTML, CSS, and JavaScript.
  • Create and maintain technical documentation for support procedures and knowledge base articles.
  • Conduct training sessions for end-users on various software applications and IT policies.

  Qualifications :

  Required:

  • Associate's degree in an IT-related field.
  • 1 year of desktop support or systems administration experience.
  • Proficiency in Windows environments, including desktop builds, fixes, repairs, and software installations.
  • Ability to independently investigate and implement solutions to technical issues.
  • Experience with Active Directory, Azure Active Directory, Web Development, Microsoft SQL, and Endpoint Management.
  • This is an on-site position (Monday to Friday).

  Preferred:

  • Strong expertise in Power Automate, SharePoint, and Microsoft Teams.
  • Experience with Microsoft Graph API, Power BI, and other related technologies is a plus.
  • Knowledge of HTML, CSS, JavaScript, Python, Adobe Photoshop, Illustrator, Sketch.
  • Knowledge of Zoom and troubleshooting Zoom Room.
  • Experience working in an international environment.

  Salary & Benefits: The base pay range for this position is $64,412 to $ 80,000. The determination of salaries in this job classification depends on several factors, including, but not limited to, relevant candidate experience, job-related knowledge, qualifications and skills. In addition, we have a comprehensive benefits package, which includes medical, dental, and vision insurance; 403(b) retirement savings plan; paid time off; education reimbursement; student loan paydown and more.

  CRDF Global is an Equal Opportunity Employer (EOE). CRDF Global provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran, or disabled status. All positions require US work authorization and CRDF Global does not provide employment visa sponsorship.

  At CRDF Global, we are committed to promoting diversity, equity, inclusion, and accessibility (DEIA) in all aspects of our operations. We recognize that fostering an inclusive environment that celebrates and embraces diverse perspectives is not only essential for our organizational success but also crucial for the advancement of security, global health, and development worldwide. We understand that by fostering diversity in a global manner, embracing inclusion, and prioritizing accessibility, our organization will become stronger and more innovative in identifying solutions to the world’s complex challenges.

• About the company

  We create opportunities for scientists and innovators to make the world a better place.

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