Service Desk Analyst (Secret cleared)

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:

• High school diploma or equivalent.

• At start date, must possess an IAT level II certification in ACTIVE status:

o CCNA Security

o CySA

o GICSP

o GSEC

o Security CE

o CND

o 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:

o ServiceNow ticketing software.

o Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.

o 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.