Service Desk Analyst

STOPSO; Arlington (VA); Hybrid; USD 70,000 - 73,000; Full time

Job summary

STOPSO is hiring for multiple Service Desk roles in a hybrid setup serving a client in the greater Washington, DC area. Roles require handling 50–100 daily tickets, providing VIP incident updates, and maintaining knowledge bases. Must have IAT level II active certifications and strong customer service skills.

Candidates should have 3+ years of service desk experience, and be prepared for lifting and desk-based work with broad hardware and software support responsibilities. U.S.

Qualifications

• 3+ years' experience as a service desk analyst with proven support of client-specific application systems
• High school diploma or equivalent; bachelor’s degree preferred
• IAT level II certification in ACTIVE status: CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP

Responsibilities

• Troubleshoot and resolve Tier I and II incidents (system inquiries, requests, incidents, software installation, printer/hardware support)
• Provide in-person and phone support to a large end-user community
• Manage ticket lifecycle with quality notes and timely resolutions within SLAs
• Document and maintain knowledge base and SOPs for service desk processes
• Support focus teams or specialized projects to promote rapid improvement

Skills

Service desk

Customer service

Analytical skills

Communication

Self-motivation

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

ServiceNow

Microsoft Office

SharePoint

Job description

Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk roles. Your work will be conducted hybrid for a client in the greater Washington, DC area. STOPSO looks for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company.

Requirements And Primary Responsibilities

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral)
• Perform in-person customer service and phone support service to 4,000 end-user community
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide VIP support and communication regarding status of incident troubleshooting and resolution
• Handle efficiently, high volume ticket queue 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, and documentation requirements as well as reference only application reference guides
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides
• Support focus teams or specialized projects to promote rapid improvement turnaround
• Maintain professional and pleasant manner using proper customer service skills via (telephone and/or email)
• Operate a 24x7x365 Service Desk

What You Must Bring To The Table

• High school diploma or equivalent; bachelor's degree preferred
• When joining, you must possess an IAT level II certification in ACTIVE status:
• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+CE
• CND
• 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
• Strong analytical and problem-solving skill
• Excellent communication and interpersonal skills
• Self-motivated and ability to stay focused
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship
• All applicants must have a 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

• ITIL 4 Foundation Certification
• HDI Certification
• Top Secret/SCI clearance
• Experience using ServiceNow ticketing software
• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Acrobat Adobe
• Availability to travel if necessary

Background Information

STOPSO, a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 2006, STOPSO has offered solutions and expertise in: IT operations and maintenance, data management, cybersecurity, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. STOPSO is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO Open Trusted Technology Provider TM Standard (OTTPS). Committed to continuous improvement and information security, IMC has been appraised at level 2 of the CMMI Institute's Capability Maturity Model Integration for Services.

Salary: $70000 - $73000 per year