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$70k–$73k/yr
Full-time
high school, bachelor degree
Posted 20d ago
~40 hrs/week
Responsibilities
The Service Desk Analyst will troubleshoot and resolve Tier I and II incidents, including hardware and software support for a large end-user community. They are responsible for maintaining accurate documentation, managing a high-volume ticket queue, and providing professional customer service.
Requirements
Candidates must possess a high school diploma or equivalent, with a bachelor's degree preferred, and hold an active IAT level II certification. A minimum of 3 years of service desk experience and a DoD Secret clearance are required for this position.
Full job description
Brief Overview of Position:
Strategic Operational Solutions, Inc. (STOPSO) is seeking candidates for multiple Service Desk roles. Your work will be conducted hybrid for a client in the greater Washington, DC area.
STOPSO looks for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Requirements and Primary Responsibilities:
Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral)
Perform in-person customer service and phone support service to 4,000 end-user community
Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
Provide VIP support and communication regarding status of incident troubleshooting and resolution
Handle efficiently, high volume ticket queue by supporting 50 – 100 tickets daily
Participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides
Support focus teams or specialized projects to promote rapid improvement turnaround
Maintain professional and pleasant manner using proper customer service skills via (telephone and/or email)
Operate a 24x7x365 Service Desk
What You Must Bring to the Table:
High school diploma or equivalent; bachelor's degree preferred
When joining, you must possess an IAT level II certification in ACTIVE status:
CCNA Security
CySA+
GICSP
GSEC
Security+CE
CND
SSCP
3+ Years' experience as a service desk analyst with proven experience in ongoing support of client specific application systems
Physical Requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing
The equipment used in this position includes, but is not limited to, computers, servers, and network devices
Strong analytical and problem-solving skill
Excellent communication and interpersonal skills
Self-motivated and ability to stay focused
Please note that pursuant to a government contract, this specific position requires U.S. Citizenship
All applicants must have a current DoD Secret clearance day one and prior to entry on duty with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret / SCI
Desired Qualifications and Skills:
ITIL 4 Foundation Certification
HDI Certification
Top Secret/SCI clearance
Experience using ServiceNow ticketing software
Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Acrobat Adobe
Availability to travel if necessary
Background Information:
STOPSO, a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 2006, STOPSO has offered solutions and expertise in: IT operations and maintenance, data management, cybersecurity, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. STOPSO is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO Open Trusted Technology Provider TM Standard (OTTPS). Committed to continuous improvement and information security, IMC has been appraised at level 2 of the CMMI Institute's Capability Maturity Model Integration for Services.
Strategic Operational Solutions, Inc., (STOPSO) is an IT strategy and management consulting firm. We work with our clients to define their strategic goals, enhance operational capabilities, and empower our clients with transformational solutions.
STOPSO is a Small Disadvantaged Business (SDB), a Service Disabled Veteran Owned Small Business (SDVOSB).
STOPSO combines small company responsiveness with large company business practices. Achieving both these goals simultaneously often proves to be beyond the reach of many companies, small and large. Much of our success is attributable to the priority STOPSO management places on enforcing technical quality control/assurance, financial oversight procedures, and adherence to the highest ethical and regulatory standards. STOPSO’s success in all these areas is a point of pride and will continue to be a core aspect of the company’s support provided to our clients. STOPSO teams with other small and medium businesses to provide customers with unique and innovative services and products best developed and applied by agile and growing businesses, while our larger business partners provide strong and deep bench strength that enable us to reach back to corporate personnel resources during surge requirements or when unique expertise is specified. This degree of depth and integration helps reduce infrastructure and personnel costs and ensures the development and application of best practices.
Offices: 8391 Old Courthouse Rd, Suite 300, Vienna, VA 22182, US · 1535 Hobby St, North Charleston, South Carolina 29405, US
Information TechnologyCyber SecuritySoftwareWeb HostingSecurityCloud Computing