Service Desk Analyst


Job ID 19-00108

Industry Computer/IT

Job Type Permanent

Location Arlington, VA

Description

Mandatory Job Requirements:    
- Certifications: CompTIA Security + ce 
- Please note that pursuant to a government contract, this specific position requires U.S. Citizenship. 
- All applicants must have either a current DoD Secret clearance eligibility day one and prior to entry on duty.   

 

Job Summary
Company is supporting the Department of Defense (DoD) in Arlington, VA on a 5-year contract. The Service Desk Analyst/call center, where line analysis and troubleshooting for application specific issues are reported for highly visible and high-profile government contract. The Service Desk Analyst will be responsible for the following:
 

Responsibilities:
- Participate in transition from current IT Service Management system to BMC Remedy
- Troubleshoot and resolve Tier I and II level application system inquiries, requests, and incidents 
- Effectively transfer cases to other support groups and escalate to the next appropriate tier level
- Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily
- Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc. 
- Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
- Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides
- Support focus teams or specialized projects to promote rapid improvement turnaround
- Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email) 
- Operate a 24x7x365 Service Desk
 

Essential Functions
- Ability to support a fast paced and ITIL transitional environment
- Ability to 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
- Ability to identify and articulate key information in an efficient and timely manner. 
- Ability to exercise discretion and independent judgment when handling situational occurrences
- Analyzes and recommends alternative solutions to meet customer needs
- Builds credibility and trust with customers 
- Identifies areas of opportunity to improve customer satisfaction  
- Must have excellent multi-tasking and time management skills 
- Supports the team process and participates on cross-functional teams 
- Responsible for handling after-hours on call support (when necessary)



Qualifications

Basic Required Qualifications:
- Required Education:  High school diploma or equivalent 
- Minimum of three years' service desk experience with proven experience in ongoing support of client specific application systems
- CompTIA Security + ce or another DoD 8570 IAT II Certification
- Able to work 1st shift : Monday – Friday, 7:00am – 3:00pm
- Please note that pursuant to a government contract, this specific position requires U.S. Citizenship. 
- All applicants must have either a current DoD Secret clearance eligibility day one and prior to entry on duty. 
 

Desired Qualifications: 
- HDI Certification 
- CompTIA CASP Certification
- Top Secret/SCI clearance
- Experience and ability to export and manipulate data to create and support reports 
- Experience using ticketing software such as Service Now, Service Desk Manager, or BMC Remedy with a thorough understanding of ITIL best practices
- Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe
- Physical Requirements 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, network devices
- Availability to travel if necessary