Service Desk Analyst – On-Site Pentagon, DoD Secret Clearance

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

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,