Service Desk Analyst (DW251216SDA)

Datawiz • Arlington, VA

8d

About The Position

Datawiz , a GTSC company, seeks Service Desk Analysts to provide first-level technical support to a federal client in Arlington, VA. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support. Shift: Available: Shift 1 - (7:00 AM – 15:30 PM), Shift 2 – (15:00 PM – 23:30 PM), and Shift 3 – (23:00 PM – 7:30 AM).

Requirements

• 3–4 years of experience in a n IT Help Desk or IT Service Desk environment.
• Proficiency in Microsoft Office and Windows Operating Systems.
• Familiarity with ServiceNow or similar IT Service Management tools (creating, updating, and closing tickets).
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving skills, with the ability to analyze and resolve issues efficiently.
• Experience handling high call volumes in a fast-paced environment.
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• US Citizenship Required
• You must be able to clear a federal background check that includes a review of your financial obligations.

Nice To Haves

• Previous experience supporting federal government clients.
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance .
• A strong command of cognitive and compassionate empathy .

Responsibilities

• Respond to incoming Help Desk inquiries via phone or email providing Tier I support.
• Log, prioritize, and track service requests using ServiceNow or similar ticketing systems, ensuring issues are resolved in alignment with established Service Level Agreements (SLAs).
• Troubleshoot hardware and software issues across various systems, including Windows OS and Microsoft Office applications.
• Maintain detailed documentation of issues, resolutions, and user communications.
• Provide exceptional customer service by actively listening, communicating clearly, and following through to resolution.
• Manage high volumes of support requests effectively while maintaining a professional demeanor.

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed