Service Desk Analyst

We are working with a leading technology integrator that provides comprehensive life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. They are dedicated to delivering innovative systems engineering and integration offerings for complex projects, serving customers in the U.S. federal government with integrity and a strong mission focus. The Role Serve as the primary point of contact for IT support, managing incidents and service requests. Implement and maintain ITIL-compliant Service Desk systems, including incident tracking and self-help tools. Record, track, and document all incidents and service requests, ensuring clear communication and accurate data. Provide real-time status updates to customers regarding their requests. Diagnose, prioritize, and escalate IT incidents and requests to the appropriate resources. Contribute to knowledge management systems with solutions and troubleshooting steps. What You'll Need Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience (2 years with degree, 6 years with HS diploma). SECRET Level clearance is required. IAT II Certification (Security +) is required; ITIL Foundation certification preferred. 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 ability to communicate effectively with diverse users. What's On Offer Opportunity to work with cutting-edge ITIL-compliant Service Desk systems. Engaging role as the first point of contact for critical IT support. Chance to contribute to a comprehensive knowledge management system. Competitive salary range of $40,001 - $80,000 per year. Apply via Haystack today!