Service Desk Analyst

Brief Overview Of PositionStrategic Operational Solutions, Inc. (STOPSO) 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.STOPSO is committed to delivering cutting-edge IT solutions in a collaborative and rewarding environment. Team members are encouraged to grow professionally while contributing meaningful value to customers and the organization.Essential Duties And ResponsibilitiesTroubleshoot 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 QualificationsHigh 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 SkillsHDI 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 networksBackground InformationSTOPSO is a Service-Disabled Veteran-Owned Small Business delivering innovative IT solutions to government and commercial clients. Since 2006, the company has specialized in IT operations, cybersecurity, cloud services, software development, and systems engineering. STOPSO maintains multiple ISO certifications and is committed to continuous improvement, operational excellence, and information security.STOPSO is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics.