Service Desk Analyst

About the role

Serve as the first point of contact for all IT support needs. Manage incidents and service requests using ITIL-compliant systems. Record, track, and document all incidents and service requests accurately. Provide customers with real-time status updates on their requests. Diagnose, prioritize, and escalate IT incidents and requests as needed. Contribute to knowledge management systems with solutions and troubleshooting steps.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience (2 years with degree, 6 years without)
• SECRET Level clearance
• IAT II Certification (Security +)
• Proven experience in an IT service desk or technical support role
• Strong understanding of computer systems, mobile devices, and other tech products
• Excellent customer service skills and effective communication abilities

Benefits

• Opportunity to work with advanced ITIL-compliant service desk systems
• Role in a secure environment with a focus on national defense
• Contribute to a critical federal government mission

Pay

Competitive salary range of $40,001 - $80,000 per year