Job Description
Our client is seeking a candidate for a Service Desk Analyst role supporting a high-profile Department of Defense (DoD) customer. This position is full-time and onsite in Arlington, VA, Monday through Friday, 7:00am–4:00pm, with minimal travel required.
Essential Duties and Responsibilities:
- Troubleshoot and resolve Tier I and II incidents including system inquiries, service requests, software installations, printer issues, and hardware support (desktops, laptops, peripherals)
- Provide in-person and phone support to a 4,000-user community
- Manage and update trouble tickets with detailed notes, ensuring resolution within SLA timelines
- Deliver VIP support and communicate status updates on incidents and resolutions
- Handle a high-volume ticket queue (50–100 tickets daily) efficiently
- Participate in team meetings, training sessions, and ticket reviews
- Develop and maintain documentation, knowledge bases, SOPs, and job aids
- Support special projects and focus teams for continuous improvement
- Maintain professionalism and strong customer service via phone and email
- Operate within a 24x7x365 service desk environment, including occasional after-hours support
Minimum Qualifications:
- High school diploma or equivalent
- Active IAT Level II certification at start date (e.g., Security+ CE, CySA+, CCNA Security, GSEC, SSCP, etc.)
- 3+ years of experience as a service desk analyst supporting client-specific applications
- Strong analytical, problem-solving, and multitasking abilities
- Excellent written and verbal communication skills
- Ability to lift/pull up to 40 lbs. and perform physical tasks (sitting, standing, bending)
- Experience working with computers, servers, and network devices
- U.S. Citizenship (required by government contract)
- Active DoD Secret clearance on day one, with ability to obtain Top Secret/SCI (SSBI eligible)
Desired Qualifications and Skills:
- HDI Certification or ITIL 4 Foundation Certification
- Active Top Secret/SCI clearance
- Experience with ServiceNow ticketing system
- Experience supporting Microsoft Office, SharePoint, Internet Explorer, Java, and Adobe Acrobat
- Familiarity with InTune, virtual environments, and NIPR/SIPR networks
