Service Desk Analyst

Work Location: Onsite in Arlington, VA, Monday – Friday, 7:00am to 4:00pm, based upon the needs and direction of the customer. Basic Required Qualifications and Skills High school diploma or equivalent. At start date, must possess an IAT level II certification in ACTIVE status CCNA Security CySA+ GICSP GSEC Security+CE CND SSCP At least 3 years’ experience as a service desk analyst with proven experience in ongoing support of client‑specific application systems. Physical requirements: lifting and/or pulling up to 40 lbs.; sitting, bending, and standing. The equipment used includes computers, servers, and network devices. Excellent communication skills, both verbal and written, to support incoming customer support calls and emails. Analytically inclined with attention to detail and accuracy, with consistent follow‑through to assure problems are resolved and the ability to respond to last‑minute requests. Identify and articulate key information efficiently and exercise discretion and independent judgment when handling situational occurrences. Analyze and recommend alternative solutions to meet customer needs while building credibility and trust with customers. Identify opportunities to improve customer satisfaction and demonstrate excellent multitasking and time management skills. Support the team process and participate in cross‑functional teams in a fast‑paced ITIL transitional environment. U.S. Citizenship (required pursuant to a government contract). Current DoD Secret clearance day one and ability to pass an SSBI background investigation to up‑scope to Top Secret/SCI. Desired Qualifications and Skills ITIL 4 Foundation Certification. HDI Certification. Top Secret/SCI clearance. Experience with ServiceNow ticketing software. Supporting intermediate‑level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat. Intune environments. Essential Duties and Responsibilities Troubleshoot and resolve Tier I and II incidents, including system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral). Perform in‑person customer service and phone support for a 4,000‑person end‑user community. Handle trouble tickets, including updates with quality notes, customer communication, and resolution within established service level agreements. Provide VIP support and communication regarding the status of incident troubleshooting and resolution. Efficiently manage a high‑volume ticket queue, supporting 50–100 tickets daily. Participate in all meetings, such as weekly staff meetings, weekly training, and Weekly Ticket Tag‑Up. Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials. Document, maintain, and store specific information, including as‑built diagrams and SOPs/Job Aides. Support focus teams or specialized projects to promote rapid improvement and turnaround. Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email. Operate a 24x7x365 Service Desk. Handle after‑hours on‑call support when necessary. Other duties as assigned. Salary and Benefits Information Salary information is listed at the beginning of this document. Compensation is not guaranteed. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. Full‑time positions are eligible to participate in the following benefit programs, including a 401(k) with 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company‑sponsored AD&D, and life insurance. Additional voluntary benefits such as voluntary life, AD&D, accident, critical illness, hospital, and pet insurance may also be offered. Benefits are subject to change. Positions may also be eligible for a bonus and/or other incentives. Equal Opportunity Employer Statement We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr