Service Desk Analyst - IMC0851

The service desk analyst provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile Department of Defense (DoD) customer.

Work Location: On-site in Arlington, VA, Monday – Friday, 7:00am to 4:00pm, based upon the needs and direction of the customer.

Basic Required Qualifications and Skills: Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• High school diploma or equivalent.
• At start date, must possess an IAT level II certification in ACTIVE status:
• CCNA Security
• CySA
• GICSP
• GSEC
• Security CE
• CND
• SSCP
• 3 years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD Secret clearance day one and prior to entry on duty, with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret / SCI.

Desired Qualifications and Skills: It is desirable that the candidate have the following qualifications:

• ITIL 4 Foundation Certification.
• HDI Certification.
• Top Secret/SCI clearance.
• Experience with:
• ServiceNow ticketing software.
• Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
• Experience with Intune environments.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
• Perform in-person customer service and phone support service to 4,000 end-user community.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
• Handle efficiently a high-volume ticket queue by supporting 50 – 100 tickets daily.
• Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement and turnaround.
• Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
• Operate a 24x7x365 Service Desk.
• Responsible for handling after-hours on-call support (when necessary).
• Other duties as assigned.

Salary and Benefits Information:

Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range.

Full-time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company-sponsored AD&D, and life insurance. Additional voluntary benefits are offered, such as voluntary life, AD&D, accident, critical illness, hospital, and pet insurance. Benefits are subject to change. Positions at IMC may also be eligible for a bonus and/or other incentives.

For more information about IMC’s benefits, please visit our website at https://www.imcva.com/about-imc/careers

Background Information:

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has been appraised at level 3 of the CMMI Institute’s Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at www.imcva.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.