Help Desk Analyst

Procon is a top-ranked construction management and technology consulting firm with 25 years of experience delivering high‑impact projects across the U.S. and worldwide. An ENR Top 100 CM/PM firm for five consecutive years, we specialize in program management, project controls, commissioning, and virtual intelligence—and offer an excellent platform to grow your career while shaping the future of the built environment.

Procon is looking for an experienced Helpdesk Analyst to join our growing team. This role reports to the Manager of Information Technology and works closely with the Systems Administrator and a 3rd Party Managed Security Service Provider (MSSP).

This position requires physical location in the Washington, DC Metropolitan area with in-office support required 4+ days per week (core hours between 9am to 5pm ET). The successful candidate will have a strong customer service dispensation (i.e. can-do attitude), excellent analytical/troubleshooting skills and the ability to communicate technical information (whether verbal or written) to a wide range of end-users (who are geographically distributed).

Requirements:
Qualifications and Skills:

• Minimum 1–3 years’ relevant experience in Technical Support / Help Desk Analyst role
• Experience supporting remote/hybrid personnel utilizing remote assistance technology.
• Respond to Tier 1 help desk requests received through email (tickets), phone, or in person and ensure timely resolution.
• Follow established service level agreements (SLAs) for response and resolution.
• Provide problem management and troubleshooting support and diagnose and resolve critical software and hardware issues.
• Image, configure and provide support for laptops (primarily Windows 10/11 PCs plus a handful of macOS devices).
• Support user account maintenance using Microsoft 365 Cloud Admin portal (i.e. account creation, password resets, and account disabling/termination).
• Support cloud-based services for end-users (e.g. Microsoft 365 apps, Adobe Acrobat) and access to industry specific business desktop and cloud systems.
• Support company systems and infrastructure such as printers, wireless network, and additional technologies as needed.
• Support personnel on-boarding and off-boarding procedures.
• Manage and monitor IT assets to ensure accurate inventory records.
• Perform daily system monitoring, verifying the integrity and availability of systems (e.g. TVs, Printers, AV systems, etc.) and key processes, reviewing system and application logs, and verifying completion of scheduled jobs (e.g. backups).
• Develop and maintain detailed and accurate documentation and contribute to knowledge base system and user-facing guides.
• Provide regular feedback to team and management on risks and issues.
• Work collaboratively to resolve complex customer problems.
• Participate in team standups, ticket reviews, and ongoing training.
• May be required to perform other related duties as needed.

Preferred Qualifications and Skills:

• Prior experience working in a Managed Services Provider (MSP) environment

• Prior experience working in a cloud-first workplace productivity environment for a mid-sized company
• Experience utilizing Microsoft Intune and/or Autopilot for laptop deployments and Company Portal for application installation
• Excellent documentation skills and experience creating and/or following runbooks and operational procedures
• Cybersecurity experience such as identifying and responding to potential security issues (phishing attempts, suspicious activity).
• Relevant Certifications desired: CompTIA A+, CompTIA Security+ or similar entry-level certifications

Responsibilities and Duties:

• Ability to follow documented procedures and escalate appropriately
• Working knowledge of the following software:
• Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint) and basic administration tasks.
• Windows 10/11 troubleshooting; macOS familiarity is a plus.
• Basic networking concepts (DNS, WiFi, IP basics).
• Ticketing systems (e.g. Solarwinds, Jira, Zendesk, Freshservice, ServiceNow, etc.).
• Remote assistance tools (e.g. TeamViewer, LogMeIn, Bomgar, etc)

Benefits:
Salary commensurate with experience.

Interested and qualified candidates please submit a cover letter and a resume.

Procon offers competitive salaries and a comprehensive benefits package, including full medical/dental insurance and 401(K) plan. Procon is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veteran status, sexual orientation, or any other protected factor