Service Desk Analyst (ITIL)

Tucker-Reeves Associates, LLC; San Antonio (TX); On-site; USD 59,000 - 72,000; Full time

Job summary

Tucker-Reeves Associates, LLC is seeking a ServiceDesk Analyst to support daily GNOC operations from a Global Network Operations Center, serving DHA Leadership and enterprise stakeholders. The role is on-site in South San Antonio, with two locations available and 24x7 shift coverage.

The candidate must possess strong Service Desk experience, Security+ certification, and ITIL familiarity to support ServiceNow and Remedy ticketing, incident reporting, and executive communications.

Qualifications

• Bachelor's degree or equivalent with technical experience allowed in lieu of a degree.
• 3+ years in related role; 8+ years if no BS/BA.
• Familiar with Service Desk support methodologies.
• Must be able to support 24x7 GNOC mission with shift work.
• ITILv4 Foundations certification preferred.
• Experience delivering executive summaries and after action reports.
• Experience in data analytics and operational performance reporting.
• Experience with ServiceNow ITSM and IT service management practices.
• DoD 8570 certifications (Security+) required or obtainable.

Responsibilities

• Oversee daily GNOC Communications Cell operations and align GNOC communications with enterprise leaders.
• Contribute to Continual Service Improvement for GNOB.
• Monitor GNOC Ops Cell and CIO hotline responsiveness.
• Manage GNOB POC Database for Enterprise Service Owners and Stakeholders.
• Provide customer support for ServiceNow MHSSHD usage issues.
• Confirm incident records and assignments for major issues.
• Document ongoing service interruptions and gather missing details with MIM team.
• Support executive-level requests in MIM Bridge Calls.
• Review active service interruption documentation and notifications.
• Work with ServiceNow and BMC Remedy for ticketing and record management.
• Troubleshoot common PC software, patches, hardware remotely, and perform ticket cleanup.

Skills

Service desk experience

24x7 support readiness

Executive communication

Incident reporting

Education

Bachelor's degree

Tools

ServiceNow ITSM

BMC Remedy

Job description

Tucker-Reeves Associates (TRA) is seeking a ServiceDesk Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC).

This position will be on-site in South San Antonio at one of (2) locations (Port of San Antonio; 3130 General Hudnell Dr., San Antonio, 78226 or on Fort Sam Houston) and will pay $32.55 p/h. This is a 365/24/7 support operations. Our candidates must be open to working any (3) shifts (1st shift, 2nd shift, or 3rd shift) and both locations. Must have an active Security+ certification.

RESPONSIBILITIES

• Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders.
• Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
• Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline
• Manage GNOB POC Database for Enterprise Service Owners and Stakeholders
• Provide customer support for ServiceNow (MHSSHD) usage issues
• Confirm Master Incident and/or Problem record assignment for major issues
• Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions.
• Participate on MIM Bridge Calls and provide support for executive level requests.
• Review documentation, notifications, and reporting of active service interruptions.
• Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management.
• Issues range from ticket routing for backend operations to break/fix issues for everyday users such as: major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance

REQUIREMENTS

• Bachelor’s Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS/BA degree)
• 3+ years of related job experience; 8+ years without BS/BA degree
• Familiar with Service Desk support methodology
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• ITILv4 Foundations Certification (Preferred)
• Experience developing various data analytics and operational performance reports.
• Experience creating and delivering executive summary and after action reports.
• Experience in developing quality measures and approaches to enhance service quality.
• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
• Proven experience with ServiceNow ITSM
• Knowledge of ITILv4 practices
• Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
• Must have the requisite DoD 8570 certifications (Security+)
• Experience with federal contracting, including the Department of Veterans Affairs

This position will be on-site in South San Antonio at one of (2) locations (Port of San Antonio; 3130 General Hudnell Dr., San Antonio, 78226 or on Fort Sam Houston) and will pay $32.55 p/h. This is a 365/24/7 support operations. Our candidates must be open to working any (3) shifts (1st shift, 2nd shift, or 3rd shift) and both locations. Must have an active Security+ certification.