Service Desk Analyst

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 1000-user community through in-person and telephone assistance incident resolution ticket management and service desk documentation.

Essential Duties and 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 1000-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 positions responsibilities.

Required Qualifications

Education and Experience

• 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.
• S. citizenship required pursuant to the government contract; current DoD Secret clearance required before entry on duty.

Knowledge Skills and Abilities

• 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.

Preferred Qualifications

• 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.

Security Clearance

Current DoD Secret clearance required on day one and prior to entry on duty.

Supervisory Responsibilities

No supervisory responsibilities are specified in the current Service Desk Analyst description.

Work Environment and Physical Requirements

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. Work includes sitting bending standing and lifting and/or pulling up to 40 pounds. Equipment includes computers servers and network devices.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Travel

Minimal travel required.

STOPSO is an Equal Opportunity Employer. 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 applicable law.

Required Experience:

IC