What are the responsibilities and job description for the Senior Service Desk Analyst position at take2it?
Job Title
Senior Service Desk Analyst
Overview
We are seeking a dedicated Senior Service Desk Analyst to support the NTSB program in Washington DC. This role involves providing Tier 1, Tier 2, and Tier 3 technical support across the Microsoft ecosystem for approximately 450 users nationwide. The successful candidate will act as a senior-level resource, independently handling escalations, troubleshooting complex issues, and ensuring smooth IT operations. This position offers a unique opportunity to work in a small, collaborative team supporting critical government infrastructure with potential for long-term engagement.
Education Requirements
A bachelor’s degree is preferred, along with 2 to 3 years of relevant experience. Equivalent professional experience may be considered in lieu of a degree.
Clearance Requirements
This role requires an active Public Trust clearance or the ability to obtain one. Candidates must be able to obtain and maintain a Public Trust clearance, which requires U.S. citizenship.
Work Arrangement
This is a hybrid position based in Washington DC, with 3 to 4 days onsite at L’Enfant Plaza, metro accessible, next to the Spy Museum. The work schedule is standard hours from 9 am to 5 pm, Monday through Friday, with occasional off-hours support for system testing.
Responsibilities
- Triaging calls, resolving issues, and researching complex technical problems
- Managing, identifying, classifying, recording, correlating, and categorizing After Action Reports
- Assigning and tracking corrective and preventative action items
- Supporting ITIL4 practices: Event, Problem, Change, Configuration, Ticket Management
- Performing software repair, diagnostic testing, and remote troubleshooting
- Investigating elevated issues and validating problem statements
- Researching and developing solutions to new or unknown issues
- Supporting Microsoft Windows, SQL Server, SharePoint, Active Directory, networking protocols, remote desktop tools, and general hardware/software troubleshooting
- Maintaining accurate documentation within ITSM tools (ServiceNow preferred)
- Collaborating with SysAdmins and IAM teams as needed
- Identifying process improvements and coordinating with team members to implement changes
- Providing strong customer service and communication to a distributed user base
Required Qualifications
- Strong troubleshooting skills across Microsoft environments
- Experience with ITSM tools (ServiceNow preferred)
- Ability to operate independently in a small, high-visibility team
- Willingness to research and resolve complex technical issues
- U.S. citizenship required
- Public Trust eligibility required
Desired Skills
- Experience supporting government or federal agencies
- Knowledge of networking protocols and hardware troubleshooting
- Familiarity with ITIL4 best practices
- Excellent communication and customer service skills
- Ability to handle escalations and work under pressure
Why Apply
Join a dedicated team supporting a vital government agency with a long-term contract opportunity. This role offers the chance to work on meaningful projects in a collaborative environment, with room for growth and stability. If you’re a proactive problem solver with a passion for IT support, we encourage you to apply today.