IT Service Desk Analyst

Job Description

Job Description

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age.

TDI is seeking an Executive Support Service Desk Analyst to support large-scale migrations and operations on a large, high-profile DOW contract in Fort Belvoir, VA. In this role, a successful candidate will provide Executive IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted on both the classified and unclassified systems.

This position requires fully onsite support to the Fort Belvoir, VA area and active TS/SCI level clearance.

RESPONSIBILITIES:

• Provide white-glove IT support to Executive-Level DTRA personnel, delivering prompt, professional assistance for hardware, software, connectivity, and access-related issues.
• Provision, configure, and support Government Furnished Equipment (GFE), including laptops, VDIs, monitors, printers, phones, and video teleconferencing (VTC) systems, ensuring operational readiness and network connectivity.
• Manage and resolve incidents and service requests in accordance with Service Desk procedures, ITSM/ITIL best practices, and established AQL/SLA performance standards.
• Troubleshoot and resolve complex technical issues, communicate service degradations and outages to customers, maintain accurate ServiceNow documentation, and contribute to knowledge management through the development of Knowledge Base Articles.

QUALIFICATIONS:

• Active TS/SCI security clearance.
• Bachelor’s degree with 8–12 years of relevant experience. Equivalent experience may be considered in lieu of a degree.
• Candidates must possess DoD IAT Level II certification (e.g., Security+ or equivalent) before their start date.
• Experience in an IT customer support environment, including 4 years of IT ticketing system experience and 2 years of experience with remote desktop administration tools and technologies.
• Deliver executive-level IT support, including classified and unclassified workstation imaging and deployment, mobile device provisioning, Outlook delegate administration, network access management, conference room and VoIP support, travel device readiness, profile caching, and responsive onsite support for VIP and SES customers.

PREFERRED QUALIFICATIONS:

• Experience with Office 365 and remote desktop applications.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.

TDI does business with the federal government, which restricts employment to individuals who are either US citizens or lawful permanent residents of the United States.

“TDI is an Equal Opportunity Employer. Employment decisions are made based on individual qualifications, merit, and business needs. We do not discriminate in employment opportunities or practices based on race, color, religion, sex, or national origin, in accordance with applicable federal laws.”

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