Senior Service Desk Analyst – TS/SCI Required

NOVA DINE LLC; Quantico (VA); Vor Ort; USD 55.000 - 79.000; Vollzeit

Benefits dieser Stelle

Medical coverage

Dental coverage

Vision coverage

Disability coverage

Retirement match

Paid time off

Tuition reimbursement

Employee assistance program

Zusammenfassung

Diné Development Corporation is seeking a Service Desk professional to support AFOSI networks in Quantico, VA, handling tickets across multiple classification levels including TS/SCI eligibility. The role emphasizes customer service, issue resolution, and lifecycle management of incidents.

You will perform imaging, device configuration, password resets, and coordination with Navy teams, while adhering to DoD policies. A TS/SCI or SCI eligibility and DoD 8140-compliant certification are required.

Qualifikationen

• Strong desktop application administration experience, including Microsoft Office, web browsers, and antivirus applications.
• Experience with Active Directory; ITSM ticket resolution platforms such as ServiceNow; workstation imaging; mobile-device management, device issuance, account administration, and mobile-device troubleshooting; iPhone devices and Purebred software; and Intune devices and Intune software on mobile devices.
• Must provide courteous, timely, and professional treatment of customers through troubleshooting, escalation, collaboration, and resolution.
• Must have outstanding customer-service and communication skills and the ability to interact professionally at all levels of an organization.

Aufgaben

• Provide Service Desk customer support for all AFOSI computer networks and systems, with an emphasis on customer service and call and ticket resolution at differing classification levels.
• Deliver comprehensive, end-to-end customer IT support, including transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Resolve customers' administrative and technical communications problems and install, configure, and operate client and server devices.
• Document all troubleshooting and customer interactions in the Information Technology Service Management system.
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrences.
• Notify customers when ticket status or priority changes and provide timely updates needed to maintain good customer service.
• Support password resets, workstation imaging, cabling from user workstations to Local Area Network or Unified Communications Center junction boxes, and coordination with the Navy on trouble-ticket issues, including Voice over Internet Protocol phones.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
• Install equipment, connect peripherals, install or delete client-level software, and ensure documentation complies with Air Force and Department of Defense policies, guidance, and directives.
• Implement client workstation software patches, security fixes, and service releases according to local instructions.
• Administer user-account creation and deletion, device configuration, device-policy creation and management, device troubleshooting, and issuance of new or replacement hardware.
• Support customer requests and provide administrative and technical assistance for workstations, mobile devices, Virtual Private Network connections, laptops, and tier one troubleshooting of Video Teleconference and Global Video System issues before escalation.

Kenntnisse

Customer service

Communication

Troubleshooting

Team coordination

Tools

Active Directory

ServiceNow

Intune

Mobile-device management

Purebred software

Jobbeschreibung

Diné Development Corporation is seeking a Service Desk professional to support AFOSI networks in Quantico, VA, handling tickets across multiple classification levels including TS/SCI eligibility. The role emphasizes customer service, issue resolution, and lifecycle management of incidents.

You will perform imaging, device configuration, password resets, and coordination with Navy teams, while adhering to DoD policies. A TS/SCI or SCI eligibility and DoD 8140-compliant certification are required.