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Service Desk Analyst

Omniscius Consulting

Arlington, VA

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Administrative Skills, Adobe Acrobat, Analysis Skills, CCNA - Cisco Certified Network Associate, Communication Skills, CompTIA Security+, Computer Servers, Computer Skills, Continuous Improvement, Customer Support/Service, Desktop Hardware, Documentation, GSEC - GIAC Security Essentials Certification, Government Contracts, Hardware Administration, High School Diploma, IAT - Information Assurance Technical, ITIL (IT Infrastructure Library), Identify Issues, Java, Knowledge Base, Laptop PC, Lift/Move 40 Pounds, Maintenance Services, Microsoft Internet Explorer Browser, Microsoft Office, Microsoft SharePoint, Multitasking, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, SSCP - Systems Security Certified Practitioner, Service Level Agreement (SLA), ServiceNow, Software Installation, Standard Operating Procedures (SOP), Trouble Tickets, United States Citizen, United States Department of Defense (DoD), Willing to Travel, Writing Skills
LOCATION
Arlington, VA
POSTED
5 days ago

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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About the Company

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Omniscius Consulting

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