Service Desk Analyst 1st shift Sun

Service Desk Analyst I - 1st shift Sun‑Thurs

Base pay range $17.00/hr – $17.00/hr

The Service Desk Analyst I provides a single point of contact for IT‑related problems. The role involves telephone, email, or ticket‑based inquiries to resolve or escape IT issues and problems. Service Desk Analysts support incident management and client communications for IT system faults and service requests.

All staff authorized to work within the Acuative Managed Platform for Government (AMPG‑G) or Acuative Managed Platform for Defense (AMP‑D) environments must adhere to the following requirements:

• Minimum of 1‑2 years experience
• Acknowledge and sign off on any AMP‑G or AMP‑D related Access Agreements and Rules of Behavior documents
• Review and adhere to the relevant AMP‑G / AMP‑D Policies and Procedures
• Complete all mandatory Information Security & Compliance training
• Protect against and report any suspicious or abnormal activity affecting the AMP‑G or AMP‑D environments

• First level support for any information technology issue following set processes and procedures
• Assistance by phone, email, and/or using a ticketing management system
• Respond to alerts in a monitoring or management tool
• Incident que management
• Documentation for updates on internal knowledge base resolution and details
• End user password updates
• Manage critical incidents, escalations, and determine incident scope and impact
• Ticket follow up on tickets at pre-defined intervals until resolved
• Maintain status reports
• Liaison between customer and technical teams

• Associate’s Degree or equivalent work experience
• Knowledge of WAN/LAN environments
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
• Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
• Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues
• Understanding of ITIL Processes
• Understandings of ITIL procedure
• Customer focused
• Ability to multitask

Entry level

Full‑time

Information Technology

IT Services and IT Consulting