Service Desk Analyst
About The Position
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk roles. Your work will be conducted hybrid for a client in the greater Washington, DC area. STOPSO looks for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Requirements
- High school diploma or equivalent
- Possess an IAT level II certification in ACTIVE status: CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP
- 3+ Years' experience as a service desk analyst with proven experience in ongoing support of client specific application systems
- Strong analytical and problem-solving skill
- Excellent communication and interpersonal skills
- Self-motivated and ability to stay focused
- Pursuant to a government contract, this specific position requires U.S. Citizenship
- Current DoD Secret clearance day one and prior to entry on duty with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret / SCI
Nice To Haves
- Bachelor's degree preferred
- ITIL 4 Foundation Certification
- HDI Certification
- Top Secret/SCI clearance
- Experience using ServiceNow ticketing software
- Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Acrobat Adobe
- Availability to travel if necessary
Responsibilities
- Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral)
- Perform in-person customer service and phone support service to 4,000 end-user community
- Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
- Provide VIP support and communication regarding status of incident troubleshooting and resolution
- Handle efficiently, high volume ticket queue by supporting 50 – 100 tickets daily
- Participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
- Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
- Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides
- Support focus teams or specialized projects to promote rapid improvement turnaround
- Maintain professional and pleasant manner using proper customer service skills via (telephone and/or email)
- Operate a 24x7x365 Service Desk
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
