Service Desk Analyst (Tier 2/3)
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
Leidos' Civilian Health Solutions Operation is seeking a dynamic, mission-centric hands-on Senior Service Desk Analyst (Tier 3 support) to support a federal agency's large, mission-critical 24/7/365 enterprise Service Desk. This position will be located on client-site in Rockville, MD, with a potential of 25% remote work. The ideal candidate must be a US Citizen with the ability to obtain a level 5 Public Trust clearance. As a Service Desk Analyst, you are expected to possess exceptional customer engagement, communication, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, the ability to perform technical troubleshooting, and provide data analysis to determine root causes of application issues. The candidate must possess strong communication skills and the demonstrated ability to convey technical concepts to non-technical audiences. In this role, you will work as a technical subject matter expert in support of the overall team for technological areas such as Windows, Mac, M365, Adobe, Slack, JAMF, and Account Management. You will follow written processes and procedures to execute problem resolution consistently in both customer service and issue resolution across the organization. The position requires the ability to gauge the audience when communicating and relaying step-by-step instructions/resolutions to technical problems/issues. You will assist the team in ensuring the smooth operation of the service desk, identifying and managing escalations, and implementing service improvement initiatives. Additionally, you will manage the daily operations of service desk tasks, including ticket documentation and ensuring that all support requests are handled in a timely and professional manner. The role also involves monitoring individual service desk metrics and KPIs to identify trends and areas for improvement, supporting service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users, and escalating complex or critical issues to the appropriate stakeholders while following up to ensure timely resolution. Maintaining up-to-date knowledge of the customer, its services, and its customers is essential to effectively manage the service desk operations and engage in self-learning to close knowledge gaps. Establishing and maintaining relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk is also a critical aspect of this position.
