Service Desk Analyst (Secret cleared)

Verigent; Arlington (VA); On-site; USD 60,000 - 85,000; Full time

Job summary

Verigent is seeking a service desk analyst to provide analysis and troubleshooting for DoD client-specific application issues. This on-site role in Arlington, VA, runs Monday–Friday with standard daytime hours and requires DoD clearance day one, DoD Secret clearance, and IAT II certification in active status.

The candidate will support ~4,000 end users, handle 50–100 tickets daily, and work in an ITIL-based environment with cross-functional teams.

Qualifications

• High school diploma or equivalent.
• At start date, must possess an IAT level II certification in ACTIVE status: CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP.
• 3+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Must be able to lift up to 40lbs and sit, bend, and stand as required.
• Equipments include computers, servers, and network devices.
• Excellent verbal and written communication skills for customer support.
• Analytical mindset with attention to detail and timely problem resolution.
• Identify information quickly and exercise independent judgment.
• Suggest alternative solutions to meet customer needs and improve satisfaction.
• Support team processes and cross-functional collaboration in ITIL environment.
• U.S. Citizenship is required for this government contract.
• Current DoD Secret clearance day one and ability to pass SSBI to up-scope to Top Secret / SCI.

Responsibilities

• Troubleshoot and resolve Tier I and II incidents including system inquiries, incidents, software installs, printer and hardware support.
• Provide in-person and phone support to a 4,000 end-user community.
• Update tickets with quality notes and communicate with customers within SLAs.
• Provide VIP status updates on incident troubleshooting and resolution.
• Handle high-volume ticket queue (50–100 tickets daily).
• Attend weekly staff, training, and ticket-tag meetings.
• Document and maintain knowledge base for service desk processes and guidelines.
• Document diagrams and SOPs/Job Aides for reference.
• Support focus teams and projects to drive rapid improvements.
• Maintain professional customer service via phone and email.
• Provide after-hours on-call support when necessary.

Skills

Communication skills

Analytical thinking

Time management

Customer service

ITIL familiarity

Education

High school diploma

Tools

ServiceNow

Microsoft Office

Intune

Java

Adobe Acrobat

SharePoint

Internet Explorer

Job description

The service desk analyst provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile Department of Defense (DoD) customer.

Work Location: On-site in Arlington, VA, Monday – Friday, 7:00am to 4:00pm, based upon the needs and direction of the customer.

Basic Required Qualifications and Skills:

• High school diploma or equivalent.
• At start date, must possess an IAT level II certification in ACTIVE status:
  • CCNA Security
  • CySA+
  • GICSP
  • GSEC
  • Security+CE
  • CND
  • SSCP
• 3+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD Secret clearance day one and prior to entry on duty, with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret / SCI.

Desired Qualifications and Skills: It is desirable that the candidate have the following qualifications:

• Experience with:
  • ServiceNow ticketing software.
  • Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
  • Experience with Intune environments.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
• Perform in-person customer service and phone support service to 4,000 end-user community.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
• Handle efficiently a high-volume ticket queue by supporting 50 – 100 tickets daily.
• Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement and turnaround.
• Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
• Responsible for handling after-hours on-call support (when necessary).