Service Desk Analyst

• 3.

0 Arlington, VA 22205 From $31.25 an hour - Temp-to-hire, Contract, Full-time Service Desk Analyst This role 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 ensure 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 a 4,000-member end-user community.
• Perform trouble ticket actions, including 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 a high-volume ticket queue efficiently 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.

Pay:

From $31.25 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance Security clearance: Secret (Preferred) Ability to

Commute:

Arlington, VA 22205 (Required)

Work Location:

In person