Support Desk Analyst

The Support Desk Analyst provides front-line assistance to users and stakeholders, responding to questions, documenting incidents, and troubleshooting common issues.

What You Will Do

Responsibilities include responding to user inquiries, documenting tickets, triaging and resolving tickets, and coordinating with senior support staff and other teams.

Why It Might Be a Fit

The ideal candidate will have strong customer-service, communication, organization, and problem-solving skills, with experience in help desk, service desk, or technical support.

Requirements

• Must be a U.S. Citizen.
• Must be willing to work a HYBRID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
• Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
• Strong communication and presentation skills.
• Must be able to prioritize and self-start.
• Must be adaptable/flexible as priorities shift.
• Must be enthusiastic and have passion for learning and constant improvement.
• Must be open to collaboration, feedback and client asks.
• Must enjoy working with a vibrant team of outgoing personalities.
• 2+ years of help desk, service desk, customer support, technical support, or user support experience
• Experience documenting, triaging, and resolving tickets using an ITSM or ticketing tool
• Strong customer-service, communication, organization, and problem-solving skills
• Ability to follow support procedures, escalation paths, and documentation standards
• Basic understanding of web applications, user access, troubleshooting, and business-process support
• High school diploma required; associate or bachelor's degree preferred

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Equal Opportunity Employer and a federal contractor committed to compliance with all applicable EEO, OFCCP, and federal hiring standards