Service Desk Analyst in MC LEAN

Service Desk Analyst

Intermittent Telework:
Arlington, VA US Citizenship

We are seeking to hire a Service Desk Analyst in support of the Treasury- IEP Portals program. This is a great opportunity for someone who thrives in a customer-focused environment and enjoys resolving technical challenges while collaborating with cross-functional teams.

In need of a skilled Help Desk Specialist to join our Service Desk team supporting Platform Operations and Managed Application Services for a federal client. This role provides Tier 1 technical support, user account administration, troubleshooting assistance, and customer service to ensure efficient and secure operations across the client environment. You will serve as a primary point of contact for end users, collaborate with internal technical teams, and assist in improving Service Desk processes and documentation.

You will also join the Service Desk on-call rotation.

• Triage, assign, investigate, and resolve user incidents related to Platform Operations and Managed Application Services.
• Support in-depth troubleshooting sessions with internal teams, Accenture resources, and client stakeholder groups.
• Perform account creation, updates, password resets, and access provisioning in Active Directory and project ITSM tools.
• Assist users with VPN connectivity and zScaler login challenges.
• Document all actions, interactions, and resolutions in the ITSM platform.
• Route requests and escalate issues to technical teams as needed.
• Answer customer calls and major incident escalation calls.
• Develop clear user guides and knowledge articles for internal and client use.
• Support continuous improvement of Service Desk processes and service quality, including leveraging AI.

• Experience in a Service Desk, IT Support, or Help Desk environment.
• Strong analytical and customer service skills.
• Ability to document procedures and create end-user guides.
• Experience working with cross-functional technical teams.
• Excellent written and verbal communication skills.
• Proficiency supporting the following technologies:
• Windows Active Directory (user administration, group memberships, password resets)
• Service Now or equivalent ITSM platform
• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, CoPilot)
• Remote desktop troubleshooting tools
• Cisco VPN (end-user support)
• zScaler access and connectivity support

• Experience in a federal contracting environment.
• Familiarity with ITIL or ITSM best practices.
• Experience producing operational metrics and dashboard reports.
• Exposure to enterprise security tools and configurations.