Service Desk Analyst

Strategic Operational Solutions • Washington, DC

3d • Onsite

About The Position

The Service Desk Analyst provides analysis, troubleshooting, and Tier I and II technical support for application-specific issues for a high-profile Department of Defense (DoD) customer. The role supports an approximately 1,000-user community through in-person and telephone assistance, incident resolution, ticket management, and service desk documentation.

Requirements

• High school diploma or equivalent.
• Active IAT Level II certification at start date (the current position description lists CompTIA Security+ CE, CompTIA A+, and CompTIA CySA+).
• At least two years of service desk analyst experience supporting client-specific application systems.
• U.S. citizenship required pursuant to the government contract; current DoD Secret clearance required before entry on duty.
• Ability to analyze and resolve technical problems, recommend alternative solutions, maintain accurate records, and follow through on requests with attention to detail.
• Excellent written and verbal communication skills to support incoming customer calls and emails.
• Strong multitasking, time management, and organizational skills; ability to handle last-minute requests in a fast-paced ITIL transitional environment.
• Ability to exercise discretion and independent judgment, build customer trust, and work effectively on cross-functional teams.
• Experience supporting computers, servers, network devices, and client-specific application systems.
• Current DoD Secret clearance required on day one and prior to entry on duty.

Nice To Haves

• Experience using ServiceNow ticketing software.
• Experience supporting Microsoft Office, Microsoft Edge, Microsoft SharePoint, Java, Adobe Acrobat, Intune and virtual environments; familiarity with Mobile Device Management and NIPR/SIPR environments.
• Additional relevant technical training and certifications are desirable.

Responsibilities

• Troubleshoot and resolve Tier I and II incidents, including system inquiries, service requests, software installation, printer issues, and desktop, laptop, and peripheral hardware support.
• Provide in-person customer service and telephone support to an approximately 1,000-user community, including VIP support and timely status communications.
• Manage a ticket queue of upwards of 20 tickets daily; update tickets with quality notes, communicate with customers, and resolve incidents within established service level agreements.
• Participate in daily standups, weekly staff meetings, training, weekly ticket reviews, focus teams, and specialized improvement projects.
• Prepare and maintain accurate service desk knowledge-base materials, guidelines, compliance and documentation references, as-built diagrams, standard operating procedures, and job aids.
• Maintain professional, courteous customer communications by telephone and email; identify opportunities to improve customer satisfaction and turnaround time.
• Perform other duties as assigned consistent with the position's responsibilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED