Service Desk Analyst

STOPSO; Washington (District of Columbia); On-site; USD 70,000 - 74,000; Full time

Job summary

STOPSO is seeking a Service Desk Analyst to provide Tier I/II support for a DoD customer, supporting ~1,000 users on-site at the Pentagon in Arlington, VA. The role requires DoD clearance, strict security adherence, and pro-social customer service skills to resolve issues quickly.

Responsibilities include incident management, knowledge-base maintenance, and collaboration with cross-functional teams. Candidates should have at least two years of experience and a valid IAT Level II certification,

Qualifications

• High school diploma or equivalent required.
• Active IAT Level II certification required at start date (Security+ CE, A+, CySA+ listed).
• At least two years of service desk analyst experience supporting client-specific application systems.

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 a 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 SLAs.
• Prepare and maintain accurate service desk knowledge-base materials, guidelines, compliance and documentation references, as-built diagrams, SOPs, and job aids.
• Maintain professional, courteous customer communications by telephone and email; identify opportunities to improve customer satisfaction and turnaround time.

Skills

Technical problem solving

Customer service

Written and verbal communication

Multitasking / Time management

Cross-functional collaboration

Education

High school diploma (or equivalent)

IAT Level II certification

Tools

ServiceNow

Microsoft Office

SharePoint

Java

Intune

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.

Required Qualifications

• 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.

Equal Opportunity Employer

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.

Salary

Salary: $70000 - $74000 per year