Service Desk Analyst

MPR Associates, Inc. (MPR), a thriving multi-discipline, specialty engineering services and consulting firm, is actively seeking a capable and motivated Service Desk Analyst to join our IT team. If you are seeking a unique, challenging, and rewarding career opportunity, MPR may be the right company for you.

Founded in 1964, MPR has a wide and growing client base in the fields of electric power (generation, both renewable and nuclear, as well as transmission & distribution), federal services, and health and life sciences. We work throughout the United States as well as internationally. Headquartered in Alexandria, Virginia, we also have offices in East Lyme, Connecticut and Burlington, Massachusetts. MPR makes challenging projects successful, delivering safe and reliable technical solutions across the entire project or product life-cycle to benefit our clients and society as a whole. We hire the best and brightest staff that we can find which results in a high-performance, high-respect culture making this an exceptional place to work.

General Job Description

The Service Desk Analyst will investigate and resolve the software and hardware issues of MPR users. The individual will provide technical support for MPR computers, operating systems, application software, telephones, and video conferencing systems. The Service Desk Analyst is expected to take ownership of user incidents and requests, resolve a variety of technical tier 1 and tier 2 hardware and software incidents, and be proactive when dealing with user issues. In addition, the Service Desk Analyst will thrive as an integral part of a team whose efforts support company objectives. This position may require occasional after hours work on a rotating basis to provide emergency support to MPR staff. This is a full-time, exempt position in MPR's Alexandria, VA office reporting to the Service Desk Manager.

Evaluates and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Compiles information, troubleshoots problems, and leads the user through diagnostic procedures to determine the source of error while resolving issues to user's satisfaction.
• Utilizes Service Desk ticketing software to ensure timely resolution and follow-up of incidents and requests.
• Coordinates with users, the Service Desk Manager, and higher tier support to escalate and resolve more complex problems.
• Uses remote access tools to evaluate and troubleshoot issues for branch offices and remote employees.
• Develops a general understanding of specialty software used at MPR.
• Installs, configures, and upgrades computer hardware and software.
• Collaborates with Service Desk Manager to develop and coordinate software training for employees, including user guides, help sheets, and FAQ lists.
• Coordinates with hardware and software vendors to request service and support with products.
• Provides conference room support for large and small company meetings.
• Assists other Information Technology colleagues with tasks as needed.

• U.S. citizenship is required.

• Associate's degree in a technical area or one year certificate from a college or technical school preferred.
• A+, Network +, Security+, and ITIL v3 certifications are a plus.

• Two or more years of related experience working in a professional services firm. Prior experience supporting computers in a Windows 10 environment.
• Prior experience supporting desktop engineering applications such as Matlab, Mathcad, Solidworks, Ansys, and CAD are a plus.
• Prior experience with Office 365 administration and active directory a plus.

The ideal candidate is:

• Structured in their approach to troubleshooting and decision making with an emphasis on superior customer service.
• Proficient with Microsoft Windows 10 and Office 365.
• Able to stoop, kneel, crouch, crawl, and handle or move up to 50 lbs while performing job functions. (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).
• Able to interpret documents, such as safety rules, installation, and maintenance instructions, as well as procedure/operating manuals.
• An excellent communicator; both written and verbally.
• Detail oriented.
• Persistent, and has a questioning attitude and the ability to accept that in others.

MPR Associates, Inc. is an equal opportunity and affirmative action employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, age, disability, veteran's status, sexual orientation, gender identity, genetic information or any other classification as required by applicable laws. MPR is a certified Virginia Values Veterans (V3) employer.