Service Desk Analyst

Strategic Operational Solutions, Inc. (STOPSO) is seeking a Service Desk Analyst to support a high-profile Department of Defense (DoD) customer. This full-time, onsite position is located in Arlington, VA.

Schedule

Monday through Friday, 7:00am–4:00pm, with minimal travel required. Occasional after-hours support may be needed.

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.

Requirements

• 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).

Qualifications

• 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.

About the Company

STOPSO 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.