What are the responsibilities and job description for the Service Desk Anlayst position at Datawiz?
LOCATION: Onsite in ARLINGTON, VA
This position will support a Government agency that requires US Citizenship.
We are seeking a Service Desk Analyst – Tier 1 to provide first-level technical support to a federal client in Arlington, VA. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support.
Shift:
We are searching for multiple shifts, including Shift 1 - (7:00 AM – 15:30 PM), Shift 2 – (15:00 PM – 23:30 PM), and Shift 3 – (23:00 PM – 7:30 AM).
Duties and Responsibilities:
- Respond to incoming Help Desk inquiries via phone or email providing Tier I support.
- Log, prioritize, and track service requests using ServiceNow or similar ticketing systems, ensuring issues are resolved in alignment with established Service Level Agreements (SLAs).
- Troubleshoot hardware and software issues across various systems, including Windows OS and Microsoft Office applications.
- Maintain detailed documentation of issues, resolutions, and user communications.
- Provide exceptional customer service by actively listening, communicating clearly, and following through to resolution.
- Manage high volumes of support requests effectively while maintaining a professional demeanor.
Education and Years of Experience:
- 3–4 years of experience in an IT Help Desk or IT Service Desk environment.
- Proficiency in Microsoft Office and Windows Operating Systems.
- Familiarity with ServiceNow or similar IT Service Management tools (creating, updating, and closing tickets).
- Excellent written and verbal communication skills.
- Strong interpersonal and problem-solving skills, with the ability to analyze and resolve issues efficiently.
- Experience handling high call volumes in a fast-paced environment.
Preferred Skills:
- Previous experience supporting federal government clients.
- Must be able to work flexible shifts, including nights and weekends, as needed.
- Ability to obtain a security clearance.
- A strong command of cognitive and compassionate empathy.
Additional Requirements:
- Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
- Min Citizenship Status Required: US Citizenship Required
- Physical Requirements: No Physical requirement needed for this position.
- Location: Arlington, VA
Datawiz offers the following Benefits:
- Medical
- Dental
- Vision
- Flexible Spending Account
- Health Savings Account
- Life and AD&D
- Short-Term Disability
- Long-Term Disability
- 401(k)
- Tuition Assistance
- Paid Time Off
Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@gtsc.com. Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.
Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.