Service Desk Analyst: DoD VIP Support On-Site at Pentagon

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

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.