Service Desk Analyst
Our client is seeking a candidate for a Service Desk Analyst role supporting a high-profile Department of Defense (DoD) customer. This position is full-time and onsite in Arlington, VA, Monday through Friday, 7:00am–4:00pm, with minimal travel required.
Essential Duties and Responsibilities:
- Troubleshoot and resolve Tier I and II incidents including system inquiries, service requests, software installations, printer issues, and hardware support (desktops, laptops, peripherals)
- Provide in-person and phone support to a 4,000-user community
- Manage and update trouble tickets with detailed notes, ensuring resolution within SLA timelines
- Deliver VIP support and communicate status updates on incidents and resolutions
- Handle a high-volume ticket queue (50–100 tickets daily) efficiently
- Participate in team meetings, training sessions, and ticket reviews
- Develop and maintain documentation, knowledge bases, SOPs, and job aids
- Support special projects and focus teams for continuous improvement
- Maintain professionalism and strong customer service via phone and email
- Operate within a 24x7x365 service desk environment, including occasional after-hours support
Minimum Qualifications:
- High school diploma or equivalent
- Active IAT Level II certification at start date (e.g., Security+ CE, CySA+, CCNA Security, GSEC, SSCP, etc.)
- 3+ years of experience as a service desk analyst supporting client-specific applications
- Strong analytical, problem-solving, and multitasking abilities
- Excellent written and verbal communication skills
- Ability to lift/pull up to 40 lbs. and perform physical tasks (sitting, standing, bending)
- Experience working with computers, servers, and network devices
- U.S. Citizenship (required by government contract)
- Active DoD Secret clearance on day one, with ability to obtain Top Secret/SCI (SSBI eligible)
Desired Qualifications and Skills:
- HDI Certification or ITIL 4 Foundation Certification
- Active Top Secret/SCI clearance
- Experience with ServiceNow ticketing system
- Experience supporting Microsoft Office, SharePoint, Internet Explorer, Java, and Adobe Acrobat
- Familiarity with InTune, virtual environments, and NIPR/SIPR networks
Recommended Jobs
SAP NS2 TSM Manager
We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and w…
Host Based Cyber Systems Analyst IV
Job Description Job Description Argo Cyber Systems provides remote and onsite advanced technical assistance, proactive hunting, rapid onsite incident response, and immediate investigation and res…
Energetic NP or PA for Clinic Director Role
Job Description Job Description Clinic Director Nurse Practitioner or Physician Assistant Gameday Mens Health Chesapeake Chesapeake, VA Full-Time or Part-Time Owners: Jim and Bre…
Field Installation Foreman
Elite Contracting Group is one of Virginia’s fastest-growing full-service security and resiliency solution integration companies. We are seeking a Field Installation Foreman with experience in one o…
Machine Operator
Job Title: Molding Machine Operator – 1st Shift Job Description The Molding Machine Operator supports daily molding and casting operations by setting up molds, running molding equipment, and ensu…
Assistant Commonwealth's Attorney
Welcome to Henry County, Virginia. One of the keys to our success is hiring good employees. Our employees are dedicated, service oriented individuals working together to serve our community. If you a…
Director of Marketing
Director of Marketing Hybrid (On-site 2-3 days per week) Reports to VP for Admissions and Marketing DESCRIPTION Divine Mercy University is a non-profit Catholic graduate school of psychology and cou…
Remote Client Agent (Work From Home) | Flexible Schedule
Location: United States (Remote) — serving the Norfolk, VA market Job Type: Full-Time or Part-Time Compensation: Commission-based with performance bonuses Overview We are hiring Remote Clie…
HVAC Install Manager
Job Description Job Description Description: HVAC Install Manager Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses …
Oral Surgery Surgical Assistant
Job Description Job Description Benefits: Competitive salary Paid time off Training & development Oral Surgery Assistant Purcellville Oral & Facial Surgery We are offering a w…