Service Desk Officer

About the role

AnaVation is seeking an experienced cyber professional to join our team and support our mission-critical customer in Reston, VA. As a Service Desk Officer, you will serve as the primary contact point for users experiencing technical issues or system requests. You will log, diagnose, and resolve hardware, software, and network problems, while escalating complex issues to specialized teams.

Responsibilities

• Provide Tier 1 Service Desk support for ATIP customers via telephone, email, and ticketing system requests in support of a mission-oriented IT infrastructure.
• Monitor Network and Server Infrastructure, perform initial troubleshooting on LAN & WAN data telecommunications equipment, and support applications and services.
• Conduct Tier 1 troubleshooting and problem-solving using on-the-job experience, documentation, knowledge bases, and deployed network/IT management tools.
• Serve as a liaison between end users/customers and senior technical staff for escalated problems.
• Process routine customer work orders, including enabling network ports, managing software licenses, and adding system accounts.

Requirements

• Active TS/SCI Clearance with CI Polygraph.
• High School diploma with 4 years of experience in a related functional area (education requirements flexible based on experience).
• Hold or attain a CySA+ or equivalent IAT Level II certification.
• Excellent verbal (phone customer interaction) and written communication skills.
• General information technology experience and knowledge.
• Willingness to work in Northern Virginia (Reston).
• Ability to work both as part of a team and independently.

Preferred Qualifications

• Experience with WAN/LAN/Networking Technologies.
• Experience with MS Windows and Linux Administration.
• Experience with LAN cabling (CAT5, Fiber, Ethernet, etc.).
• Experience using SolarWinds or other IT Management systems.
• Experience using ServiceNow or other ticket-tracking systems.

Benefits

• Generous cost-sharing for medical insurance for employees and dependents.
• 100% company-paid dental insurance for employees and dependents.
• 100% company-paid long-term and short-term disability insurance.
• 100% company-paid vision insurance for employees and dependents.
• 401k plan with generous match and 100% immediate vesting.
• Competitive pay.
• Generous paid leave and holiday package.
• Tuition and training reimbursement.
• Life and AD&D Insurance.

About AnaVation

AnaVation is the leader in solving the most complex technical challenges for collection and processing in the U.S. Federal Intelligence Community. We are a U.S.-owned company headquartered in Chantilly, Virginia, delivering groundbreaking research with advanced software and systems engineering to provide an information advantage for our customers' mission and operational success. We offer complex challenges, a top-notch work environment, and a world-class, collaborative team.