Our client is seeking a candidate for a Service Desk Analyst role supporting a high-profile Department of Defense (DoD) customer. This position is full-time and onsite in Arlington, VA, Monday through Friday, 7:00am–4:00pm, with minimal travel required.

Essential Duties and 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, including occasional after-hours support

Minimum Qualifications:

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)

Desired Qualifications and Skills:

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

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