Service Desk Analyst - Tier 1

Information Technology McLean, Virginia


Position at Community Brands

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,200+ employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that’s a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we’re looking for great employees to join us! 

A Day in the Life:

The Service Desk Analyst – Tier 1 is responsible for a variety of activities that include monitoring our Service Desk, attempting first fixes, clarifying the requirements for all tickets and planning, design, and delivery of technical infrastructure and desktop solutions and small project activities. This role may include being a secondary owner of a system.

In this role you’ll:

  • Monitors the Employee and Campus Service queue in the Service Desk
  • Ensures the requirements are clear on all tickets, and responds with a suitable response  
  • Easily resolved tickets remain with Tier 1
    • If complexity or time required is prohibitive, Tier I assign to either Tier II or Tier III 
  • Installs new hardware, systems, and software for onboarding employees
  • Install, configure, and maintain equipment, and telephone systems 
  • Manage user accounts, permissions, email, anti-virus, and anti-spam 
  • Deliver technical solutions as per specified plans, deliverables, costs and timelines 
  • Document technical issues, solutions and support information for future reference 
  • Clearly articulate technical issues, solutions, and activities to colleagues and customers
  • Requires ability to manipulate keyboard and mouse with or without reasonable accommodation
  • Requires ability to view computer monitor for long periods
  • Requires ability to sit, stand, bend, crouch
  • May require lifting up to 25 pounds with or without assistance

We’re looking for someone who brings:

  • Good understanding of Windows Server environments (SBS,2003, 2008 R2 & 2012)
  • Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
  • Knowledge and hands-on experience providing support to users using Windows 7, Windows 8 and other mainstream Microsoft applications

Good People, Doing Good Things:

Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And, we look forward to you being part of our story!

  •  Unlimited Planned Paid Time Off
  • Generous Sick Leave
  • Casual Environment
  • Purpose Driven Culture
  • Work-life balance
  • Passionate about Community Involvement
  • Company Paid Parental Leave
  • Company Paid Short Term Disability
  • Remote Flexibility

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities