Service Desk Analyst
Service Desk Analyst (Tier I-III, 2+ to 5+ Years Experience)
Location: Fairfax, Virginia
Duration: Long Term
Minimum/General Experience:
Provides Service Desk or Network Operations Center (NOC) Level I support. Candidate must have experience in providing Level 1 phone support, customer service, and desktop support within a Microsoft Windows-based desktop environment. Depending on experience level, responsibilities may include basic support through to advanced problem resolution and systems configuration.
Tier I (2+ years): Focus on Level 1 phone or customer support and incident documentation.
Tier II (2+ years): Includes Tier I duties plus full incident management lifecycle, desktop support, and strong communication skills.
Tier III (5+ years): Includes Tier I & II duties plus advanced troubleshooting, problem resolution, and systems configuration.
Functional Responsibilities:
Collaborate with Service Desk and NOC staff and supervisors to deliver support to end users.
Provide Level 1 support and assist with incident recording, investigation, and resolution.
Perform full incident management lifecycle duties, depending on experience level.
Apply advanced desktop support and problem-solving for complex issues (Tier III).
Demonstrate strong communication skills across all tiers; problem-solving abilities critical at higher tiers.
Education & Certification Requirements:
Tier I: High School diploma.
Tier II: HDI Service Desk Analyst Certification and Microsoft DST or equivalent certificate.
Tier III: College degree and HDI Service Desk Analyst Certification and Microsoft DST or equivalent certificate.
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