Service Desk Analyst

Service Desk Analyst

RIVIDIUM - 4.0

Alexandria, VA Job Details Full-time 1 hour ago Qualifications Mid-level Bachelor's degree Customer support ticket management Customer support Systems & applications support Escalation handling Communication skills Full Job Description RiVidium is seeking a Service Desk Analyst. This role supports IT, Cybersecurity, and Data Operations - Core Operations and helps deliver mission-focused outcomes for service members, families, and related stakeholders. Executes

PWS C.5.3.5

helpdesk operations; provides Tier I/II support, ticket escalation, and service-level compliance monitoring. This position is contingent upon contract award. Key Responsibilities Provide Tier 1 and Tier 2 user support across applications, websites, platforms, and digital services. Acknowledge, log, route, and help resolve user issues in accordance with support procedures. Support account actions, outage communications, and knowledge base updates as assigned. Maintain high-quality customer service and accurate ticket documentation in a 24/7/365 environment. Basic Qualifications Bachelor's degree in a relevant discipline or equivalent professional experience. Experience supporting operational or technical environments with shift-based or on-call expectations. Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions, applicable DoD 8140 training and certification requirements will apply upon award. Strong communication, teamwork, and documentation skills in a mission-focused delivery environment. Preferred Qualifications Experience supporting 24/7/365 operations, ticketing workflows, knowledge bases, and customer support metrics. Ability to troubleshoot across applications, accounts, and infrastructure while maintaining service continuity. Experience supporting account lifecycle actions, outage communications, and operational SOPs. Work Setting This role is expected to support work in the Alexandria, Virginia area. Expected schedule includes 24/7/365 shift support, including nights, weekends, and holidays as required..