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 communityManage and update trouble tickets with detailed notes, ensuring resolution within SLA timelinesDeliver VIP support and communicate status updates on incidents and resolutionsHandle a high-volume ticket queue (50–100 tickets daily) efficientlyParticipate in team meetings, training sessions, and ticket reviewsDevelop and maintain documentation, knowledge bases, SOPs, and job aidsSupport special projects and focus teams for continuous improvementMaintain professionalism and strong customer service via phone and emailOperate within a 24x7x365 service desk environment, including occasional after-hours supportMinimum Qualifications:High school diploma or equivalentActive 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 applicationsStrong analytical, problem-solving, and multitasking abilitiesExcellent written and verbal communication skillsAbility to lift/pull up to 40 lbs. and perform physical tasks (sitting, standing, bending)Experience working with computers, servers, and network devicesU.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 CertificationActive Top Secret/SCI clearanceExperience with ServiceNow ticketing systemExperience supporting Microsoft Office, SharePoint, Internet Explorer, Java, and Adobe AcrobatFamiliarity with InTune, virtual environments, and NIPR/SIPR networksPowered by JazzHR