SC-Cleared IT Service Desk Analyst — Fast, Customer-Focused

• Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.

• Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.

• Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.

• Assist users with account management, including password resets and access issues.

• Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.

• Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.

• Participate in training sessions and workshops to enhance technical skills and customer service abilities.

• Contribute to the development of knowledge base articles and user documentation.

• Submit improvement proposals and enhancements in support of the Contractual obligations.

Requirements

• Ability to gain SC clearance
• Previous experience in a customer service or technical support role preferred.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure or through demanding challenges
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of ITIL best practice methodology

🔍 ATS Optimization Keywords
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Hard Skills

• troubleshooting
• diagnosing hardware issues
• diagnosing software issues
• ticketing system documentation
• account management
• password resets
• IT policies
• IT procedures
• IT best practices
• ITIL methodology

Soft Skills

• problem-solving
• critical thinking
• verbal communication
• written communication
• calm under pressure
• teamwork
• independence
• customer service
• collaboration
• adaptability

Certifications & Qualifications

• SC clearance