Service Desk Analyst

Strategic Operational Solutions, Inc; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

Strategic Operational Solutions, Inc. is seeking a Service Desk Analyst to deliver Tier I/II support for a high-profile DoD customer from the Pentagon in Arlington, VA. The role supports ~1,000 users with in-person and phone assistance, ticket management, and knowledge-base documentation.

Requirements include a High school diploma, DoD Secret clearance, active IAT Level II certification, and 2+ years in service desk roles. Citizenship per contract is required; work hours are 7:00 a.m.

Qualifications

• High school diploma or equivalent.
• Active IAT Level II certification at start date.
• Current DoD Secret clearance required before entry on duty.
• At least two years of service desk analyst experience.
• U.S. citizenship required pursuant to the government contract.

Responsibilities

• Troubleshoot and resolve Tier I and II incidents, including system inquiries, service requests, software installation, printer issues, and desktop, laptop, and peripheral hardware support.
• Provide in-person customer service and telephone support to an approximately 1,000-user community, including VIP support and timely status communications.
• Manage a ticket queue of upwards of 20 tickets daily; update tickets with quality notes, communicate with customers, and resolve incidents within SLA.
• Participate in daily standups, weekly staff meetings, training, weekly ticket reviews, focus teams, and specialized improvement projects.
• Prepare and maintain accurate service desk knowledge-base materials, guidelines, compliance and documentation references, as-built diagrams, standard operating procedures, and job aids.
• Maintain professional, courteous customer communications by telephone and email; identify opportunities to improve customer satisfaction and turnaround time.
• Perform other duties as assigned consistent with the position's responsibilities.

Skills

Technical troubleshooting

Customer service

Communication skills

Time management

Teamwork

Education

High school diploma or equivalent

Active IAT Level II certification

CompTIA Security+ CE

CompTIA A+

CompTIA CySA+

Tools

ServiceNow

Microsoft Office

Microsoft Edge

SharePoint

Intune

Mobile Device Management

NIPR/SIPR environments

Job description

Position Summary

The Service Desk Analyst provides analysis, troubleshooting, and Tier I and II technical support for application-specific issues for a high-profile Department of Defense (DoD) customer. The role supports an approximately 1,000-user community through in-person and telephone assistance, incident resolution, ticket management, and service desk documentation.

Essential Duties and Responsibilities

• Troubleshoot and resolve Tier I and II incidents, including system inquiries, service requests, software installation, printer issues, and desktop, laptop, and peripheral hardware support.
• Provide in-person customer service and telephone support to an approximately 1,000-user community, including VIP support and timely status communications.
• Manage a ticket queue of upwards of 20 tickets daily; update tickets with quality notes, communicate with customers, and resolve incidents within established service level agreements.
• Participate in daily standups, weekly staff meetings, training, weekly ticket reviews, focus teams, and specialized improvement projects.
• Prepare and maintain accurate service desk knowledge-base materials, guidelines, compliance and documentation references, as-built diagrams, standard operating procedures, and job aids.
• Maintain professional, courteous customer communications by telephone and email; identify opportunities to improve customer satisfaction and turnaround time.
• Perform other duties as assigned consistent with the position's responsibilities.

Education and Experience

• High school diploma or equivalent. Active IAT Level II certification at start date (the current position description lists CompTIA Security+ CE, CompTIA A+, and CompTIA CySA+).
• At least two years of service desk analyst experience supporting client-specific application systems.
• S. citizenship required pursuant to the government contract; current DoD Secret clearance required before entry on duty.

Knowledge, Skills and Abilities

• Ability to analyze and resolve technical problems, recommend alternative solutions, maintain accurate records, and follow through on requests with attention to detail.
• Excellent written and verbal communication skills to support incoming customer calls and emails.
• Strong multitasking, time management, and organizational skills; ability to handle last-minute requests in a fast-paced ITIL transitional environment.
• Ability to exercise discretion and independent judgment, build customer trust, and work effectively on cross-functional teams.
• Experience supporting computers, servers, network devices, and client-specific application systems.

Preferred Qualifications

• Experience using ServiceNow ticketing software.
• Experience supporting Microsoft Office, Microsoft Edge, Microsoft SharePoint, Java, Adobe Acrobat, Intune and virtual environments; familiarity with Mobile Device Management and NIPR/SIPR environments.
• Additional relevant technical training and certifications are desirable.

Security Clearance

Current DoD Secret clearance required on day one and prior to entry on duty.

Supervisory Responsibilities

No supervisory responsibilities are specified in the current Service Desk Analyst description.

Work Environment and Physical Requirements

On-site at the Pentagon in Arlington, Virginia, Monday through Friday, 7:00 a.m. to 4:00 p.m., subject to customer needs and direction. Work includes sitting, bending, standing, and lifting and/or pulling up to 40 pounds. Equipment includes computers, servers, and network devices.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Travel

Minimal travel required.

STOPSO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.