Service Desk Analyst

Strategic Operational Solutions • Washington, DC

4d • 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 customer. The position supports an approximately 1,000-user community through in-person and telephone assistance, incident resolution, ticket management, and service desk documentation. The role is on-site at the Pentagon in Arlington, Virginia, Monday through Friday, 7:00 a.m. to 4:00 p.m., subject to customer needs and direction. Minimal travel is required. The position has no specified supervisory responsibilities. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

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 and on day one.
• 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.

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