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Help Desk Analyst 1/2

N3B Los Alamos, LLC
United States, New Mexico, Los Alamos
1200 Trinity Drive (Show on map)
Aug 15, 2025

Position Location:

This position is located in Los Alamos, New Mexico.

Los Alamos is a tight-knit mountain community that consistently ranks as one of Livability.com's Best Small Towns in America. The city is a top spot for outdoor enthusiasts as it has more than 120 hiking and biking trails, and residents enjoy easy access to the Pajarito Mountain Ski Area. Thanks to the University of New Mexico-Los Alamos' presence in the area, Los Alamos also has a college-town vibe that's a major draw for young professionals, families and retirees.

Position Summary:

The Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This position will also provide support for internal IT teams such as cyber security, networking, systems administration, and Application support.

This position reports to the N3B Helpdesk Manger.

Essential Duties/Responsibilities (may include, but are not limited to):

Strategy & Planning

  • Participate in continuous process improvement activities, reviewing resolutions and analyzing data to make recommendations whenever possible.
  • Alert management to emerging trends in incidents.

Acquisition & Deployment

  • Assist in software releases and roll-outs according to Cyber Security requirements and Change Management practices.

Operational Management

  • Respond to service requests from many sources including phone calls, emails, remote users and walk-ins
  • Act as an escalation point for advanced or difficult help requests
  • Manage backlog of IT services requests
  • Build rapport with IT customers and communicate current outage/critical incident status
  • Escalate problems (when required) to cyber security, networking, systems administration, and data integration & support.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Develop solutions to complex problems
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
  • Develop and support the deployment of system updates, patches, monitoring agents and new software utilizing automated tools and manual methods as required
  • Test fixes to ensure problems have been adequately resolved
  • Perform post-resolution follow ups as required
  • Develop help sheets and FAQ lists for end users

Knowledge & Experience

  • Possess previous experience in a technical call center, customer service team or IT/Help service desk
  • Proficient in supporting a Virtual Desktop Infrastructure (VDI) environment.
  • Proficient with VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments.
  • Proficient with Windows 10 in a stand-alone and networked environment (Mac OS is a plus)
  • Proficient in the deployment, troubleshooting, and use of Microsoft Office 2016
  • Windows Server 2016 Active Directory knowledge for user account and group management
  • Microsoft Exchange 2016 mailbox and distribution group management skills
  • Working knowledge of LAN and WAN environments and hardware
  • Exceptional written and oral communication skills, including typing
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
  • Strong documentation skills

Personal Attributes

  • Ability to conduct research into a wide range of computing issues is required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly, business-friendly and technical language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Ability to work in local and remote teams

Minimum Qualifications (Knowledge, Skills, Abilities):

  • Possess knowledge in VM VSphere Client, VMware Horizon, or similar virtual desktop hosting environments
  • Must have experience in supporting a Virtual Desktop Infrastructure (VDI) environment
  • Proficient with written and oral communication skills, including typing
  • Experience working in a team-oriented, collaborative environment and able to demonstrate the ability to be customer service orientated

Help Desk Analyst 2 Education and Experience Required:

High School and a minimum of 2 years related work experience.

Help Desk Analyst 3 Education and Experience Required:

High School and a minimum of 4 years related work experience.

Business Associations:

Level 2: Contacts are typically within individuals within own department and occasionally with contacts outside own organization. Contacts involve obtaining or providing information or data requiring some explanation or interpretation.

Level 3: Contacts are frequent with individuals representing other departments and/or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function of the department or which may be of a sensitive nature.

Impact:

Level 2: Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

Level 3: Errors may be difficult to detect and would normally result in loss of customer business, material, or equipment to resolve.

Working Conditions and Physical Requirements:

Physical requirements conducive to a normal office environment. Job performance requires adequate visual acuity and manual dexterity for meeting the requirements of the discipline. Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds.

Safety, Security, and Quality

While working to achieve N3B LLCC objectives, the Help Desk Analyst will ensure all activities and operations are performed in a safe and deliberate manner to include protecting the confidentiality and integrity of Personally Identifiable Information (PII). This role will maintain required safety, security and operational training; assure procedural and regulatory compliance; and make safety, security and quality an integral part of every task; including taking the necessary steps to stop or pause work if continuing the job is unsafe or compromises security.

Equal Opportunities

N3B is an equal opportunity employer. N3B will ensure no applicant for employment or employee is denied equal opportunity because of race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.

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