IT Service Desk Analyst

Responsibilities

• Provide white-glove IT support to Executive-Level DTRA personnel, delivering prompt, professional assistance for hardware, software, connectivity, and access-related issues.
• Provision, configure, and support Government Furnished Equipment (GFE), including laptops, VDIs, monitors, printers, phones, and video teleconferencing (VTC) systems, ensuring operational readiness and network connectivity.
• Manage and resolve incidents and service requests in accordance with Service Desk procedures, ITSM/ITIL best practices, and established AQL/SLA performance standards.
• Troubleshoot and resolve complex technical issues, communicate service degradations and outages to customers, maintain accurate ServiceNow documentation, and contribute to knowledge management through the development of Knowledge Base Articles.

Requirements

• Active TS/SCI security clearance.
• Bachelor’s degree with 8–12 years of relevant experience. Equivalent experience may be considered in lieu of a degree.
• Candidates must possess DoD IAT Level II certification (e.g., Security+ or equivalent) before their start date.
• Experience in an IT customer support environment, including 4 years of IT ticketing system experience and 2 years of experience with remote desktop administration tools and technologies.
• Deliver executive-level IT support, including classified and unclassified workstation imaging and deployment, mobile device provisioning, Outlook delegate administration, network access management, conference room and VoIP support, travel device readiness, profile caching, and responsive onsite support for VIP and SES customers.
• Experience with Office 365 and remote desktop applications.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.