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 community
• Manage and update trouble tickets with detailed notes, ensuring resolution within SLA timelines
• Deliver VIP support and communicate status updates on incidents and resolutions
• Handle a high-volume ticket queue (50–100 tickets daily) efficiently
• Participate in team meetings, training sessions, and ticket reviews
• Develop and maintain documentation, knowledge bases, SOPs, and job aids
• Support special projects and focus teams for continuous improvement
• Maintain professionalism and strong customer service via phone and email
• Operate within a 24x7x365 service desk environment, including occasional after-hours support

Minimum Qualifications:

• High school diploma or equivalent
• Active 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 applications
• Strong analytical, problem-solving, and multitasking abilities
• Excellent written and verbal communication skills
• Ability to lift/pull up to 40 lbs. and perform physical tasks (sitting, standing, bending)
• Experience working with computers, servers, and network devices
• U.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 Certification
• Active Top Secret/SCI clearance
• Experience with ServiceNow ticketing system
• Experience supporting Microsoft Office, SharePoint, Internet Explorer, Java, and Adobe Acrobat
• Familiarity with InTune, virtual environments, and NIPR/SIPR networks