Service Desk Systems Analyst

About Concept Plus

Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.

Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.

We offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.

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About the role

Concept Plus is seeking a Service Desk Systems Analyst. This position supports a client Customer Service Team with on-site technical assistance at customer locations. Support is provided Monday-Friday, 0600-1800, through phone, email, self-service tickets, walk-ins, and on-site visits. Limited travel to customer sites may be required.

What you'll do

• Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
• Respond to and document user requests related to system performance, applications, and connectivity.
• Troubleshoot hardware, software, and network issues, including account and security concerns.
• Install, configure, and deploy computers, peripherals, and related hardware (PCs, Macs, printers, drives, cards, peripherals).
• Create user accounts and support/troubleshoot identity and access provisioning
• Support commonly used software such as Microsoft 365, web browsers, antivirus tools, Adobe products, and other standard applications.
• Perform remote diagnostics to identify issues and take corrective action.
• Log and manage all service activity using ServiceNow ITSM.
• Escalate unresolved or complex issues to specialized support teams as needed.
• Initiate and track warranty repair actions.
• Conduct follow-up to confirm successful issue resolution and customer satisfaction.
• Assist with basic network tasks, including cabling patching, switch port configuration, and endpoint connectivity.
• Act as an early responder to potential security-related incidents.

Required Qualifications

• Associate degree or higher in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 3 years of experience in a help desk or technical support role.
• Must be able to meet requirements for DOD 8140 IAT 1 Certification (CompTIA A+, CompTIA Network +, CCNA Security, SSCP, or CND) within 6 months of hire
• ITIL Foundations Certification preferred. • Microsoft/Azure certifications are a plus.
• Working knowledge of networks and standard system/server architecture.

Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.