Service Desk Analyst
Job in
Arlington, Arlington County, Virginia, 22201, USA
Listed on 2026-06-02
Listing for:
Omniscius Consulting
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Essential Duties and Responsibilities:
- Troubleshoot and resolve Tier I and II incidents including system inquiries, service requests, software installations, printer issues, and hardware support (desktops, laptops, peripherals)
- Provide in-person and phone support to a 4,000-user community
- Manage and update trouble tickets with detailed notes, ensuring resolution within SLA timelines
- Deliver VIP support and communicate status updates on incidents and resolutions
- Handle a high-volume ticket queue (50-100 tickets daily) efficiently
- Participate in team meetings, training sessions, and ticket reviews
- Develop and maintain documentation, knowledge bases, SOPs, and job aids
- Support special projects and focus teams for continuous improvement
- Maintain professionalism and strong customer service via phone and email
- Operate within a 24x7x365 service desk environment, including occasional after-hours support
- High school diploma or equivalent
- Active IAT Level II certification at start date (e.g., Security+ CE, CySA+, CCNA Security, GSEC, SSCP, etc.)
- 3+ years of experience as a service desk analyst supporting client-specific applications
- Strong analytical, problem-solving, and multitasking abilities
- Excellent written and verbal communication skills
- Ability to lift/pull up to 40 lbs. and perform physical tasks (sitting, standing, bending)
- Experience working with computers, servers, and network devices
- U.S. Citizenship (required by government contract)
- Active DoD Secret clearance on day one, with ability to obtain Top Secret/SCI (SSBI eligible)
- HDI Certification or ITIL 4 Foundation Certification
- Active Top Secret/SCI clearance
- Experience with Service Now ticketing system
- Experience supporting Microsoft Office, SharePoint, Internet Explorer, Java, and Adobe Acrobat
- Familiarity with InTune, virtual environments, and NIPR/SIPR networks
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