Service Desk Analyst; Secret cleared

The service desk analyst provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile Department of Defense (DoD) customer.

Work Location:

On-site in Arlington, VA, Monday – Friday, 7:00am to 4:00pm, based upon the needs and direction of the customer.

• 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
• 3+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner, 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 areas of opportunity 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 and ITIL transitional environment.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have 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.

• Experience with:
  • Service Now ticketing software.
  • Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
  • Experience with Intune environments.

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and 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 the status of incident troubleshooting and resolution.
• Handle efficiently a 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, 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.
• Responsible for handling after-hours on-call support (when necessary).