Service Desk Analyst IV

ABOUT THE ORGANIZATION

IMIA,LLC is the only national marine surface preparation painting contractor servicing every U.S. Port with a mobile full time workforce that ensures that a quality product is delivered on time every time. IMIA, LLC has the equipment, seasoned deckplate supervision and mechanics, as well as rigorous corporate safety and quality programs and financial strength to support our customer's preservation needs in a truly superior and comprehensive fashion.

IMIA, LLC offers a comprehensive benefit package to eligible employees. Eligible employees may enroll in:

• Health
• Dental
• Vision
• Life
• LTD
• Accident
• Critical Illness
• 401k

Employees and their household members are also eligible to participate in the company's Employee Assistance Program.

Per Diem OR Dislocation Allowance may be provided to eligible employees to reimburse some or all of the cost an employee might be reasonably expected to incur for lodging, meals, and incidental expenses while traveling out of town for work.

IMIA, LLC is an equal opportunity employer and provides equal employment opportunities (EEO) to all employees regardless of race, color, religion, gender, gender identity or expression, national origin, sexual orientation, age, sex, disability status, marital status, status as a covered veteran, genetics, or any other protected groups under state, federal or local Equal Opportunity Laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

TITLE:
Service Desk Analyst IV

REPORTS TO:
Director, IT

FLSA STATUS: Full Time / Exempt

PAY RANGE: $80,000.00-$90,000.00 Annually DOE

FT / PT STATUS: Full Time

LOCATION: Office [Chesapeake, VA]

CLEARANCE: Not required; ability to obtain clearance if required by contract

CITIZENSHIP: US citizenship required

THIS POSITION WILL PERFORM WORK FOR ARMADA PARENT, INC.

Provide senior-level technical support, escalation leadership, service desk process improvement, mentoring, and operational coordination for end users across the organization. The Service Desk Analyst IV serves as a senior escalation resource within the service desk function, supporting desktops, laptops, mobile devices, printers, Microsoft 365 GCCH services, line-of-business applications, user accounts, endpoint tools, and related technology. The Service Desk Analyst IV is expected to work with a high degree of independence, support assigned Coast coverage and cross-coverage needs, mentor Level I, Level II, and Level III analysts, identify recurring issues, contribute to knowledge management, and help improve service desk processes while delivering responsive, professional, and customer-focused support.

• Serve as a senior service desk escalation resource and expert technical support contact for assigned Coast, operating company locations, and cross-coverage needs.
• Provide assigned Coast support and backup coverage for other service desk personnel, operating company locations, and alternate Coast assignments as needed to maintain responsive support and continuity of service.
• Log, categorize, prioritize, document, and track incidents and service requests through resolution in the IT service management system, ensuring ticket quality, ownership, follow-up, and timely user communication.
• Troubleshoot and resolve advanced hardware, software, network connectivity, printer, mobile device, VPN, Microsoft 365 GCCH, endpoint, account access, and line-of-business application issues.
• Perform and support password resets, account unlocks, access request processing, equipment support, and user account administration in accordance with company policies, access control requirements, and security procedures.
• Install, configure, deploy, maintain, and support desktops, laptops, peripherals, standard software, approved endpoint configurations, and assigned service desk tools.
• Provide remote and desk-side support to diagnose technical issues, guide users through resolution steps, restore service, and reduce repeat incidents where practicable.
• Triage escalated tickets from Level I and Level II analysts, validate troubleshooting performed, determine next steps, and coordinate referral to infrastructure, cybersecurity, application, MSP, MSSP, or vendor support teams when needed.
• Support onboarding, offboarding, equipment issuance, equipment returns, access changes, and user technology readiness for employees, contractors, and other authorized users.
• Maintain accurate asset, ticket, troubleshooting, escalation, and knowledge base documentation to support repeatable service delivery and continuous improvement.
• Mentor Level I and Level II analysts by sharing troubleshooting guidance, reinforcing documentation standards, supporting ticket handoffs, and helping build technical capability within the service desk.
• Identify trends, recurring issues, service gaps, and…