Onsite Service Desk Analyst - Government Client

IMC (Innovative Management Concepts, Inc); Greenville (SC); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

401(k) with 3% match

Paid time off

Paid holidays

Dental insurance

Vision insurance

Health insurance

AD&D

Job summary

IMC in Greenville, SC is seeking a Full-Time Service Desk Analyst to support a government contract. The role requires U.S. citizenship and the ability to obtain a Tier 1 Public Trust clearance. Onsite work with a 40-hour week and flexible shifts.

Minimum qualifications include an associate degree or equivalent, 1+ years in service desk support, strong communication, and IT hardware/software knowledge. Training and certifications are desirable.

Qualifications

• Associate degree or equivalent experience required.
• 1+ years in service desk/IT support with client apps.
• Able to lift up to 40 lbs and sit/stand as needed.
• Able to communicate technical issues to non-technical people.

Responsibilities

• Serve as first point of contact for all Service Desk inquiries.
• Troubleshoot and resolve Tier I incidents (hardware, software, accounts, connectivity, apps).
• Create, document, update, and resolve ServiceNow SMP tickets.
• Aim for first-call resolution.
• Escalate unresolved incidents to appropriate support groups.
• Use knowledge articles and scripts during interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities (Now Assist, virtual agents).
• Participate in knowledge management improvement initiatives.
• Support extended hours, weekends, and surge activities.

Skills

Strong communication skills

Analytical thinking

Customer service

Ability to work unsupervised

Team collaboration

Education

Associate degree

Tools

ServiceNow

Active Directory

Job description

IMC in Greenville, SC is seeking a Full-Time Service Desk Analyst to support a government contract. The role requires U.S. citizenship and the ability to obtain a Tier 1 Public Trust clearance. Onsite work with a 40-hour week and flexible shifts.

Minimum qualifications include an associate degree or equivalent, 1+ years in service desk support, strong communication, and IT hardware/software knowledge. Training and certifications are desirable.