Clearance Jobs
Service Desk Analyst (Secret Clearance)
Clearance Jobs, Washington, District Of Columbia, United States, 20310
Service Desk Analyst
Zachary Piper Solutions is seeking a Service Desk Analyst to join a National Security Contract located in Arlington, VA through 100% on-site presence. The Service Desk Analyst will provide Tier I/II technical support, handling a high volume of tickets, resolving hardware/software issues, and delivering VIP customer service in a fast-paced ITIL environment. Responsibilities of the Service Desk Analyst include: Provide Tier I and II technical support for hardware, software, and application-specific issues across a 4,000-user DoD environment. Troubleshoot and resolve service tickets (50-100 daily) with clear documentation and timely follow-up within SLA guidelines. Deliver VIP support and communicate effectively with high-profile users regarding incident resolution and system status. Maintain and operate a 24/7/365 Service Desk, including participating in on-call and after-hours support as needed. Document and manage knowledge base materials such as SOPs, as-built diagrams, and service desk processes. Support cross-functional teams and participate in meetings and ITIL-based process improvements (e.g., Weekly Ticket Tag-Ups, training). Ensure security and clearance compliance, working under DoD protocols with an active Secret clearance and readiness to up-scope to TS/SCI. Qualifications of the Service Desk Analyst include: 3+ years of experience in service desk operations supporting application systems Proficient with troubleshooting Tier I/II issues including software installs, hardware, printers, and desktops/laptops Familiar with tools like ServiceNow, Microsoft Office, SharePoint, and Adobe Acrobat Strong verbal and written communication skills Ability to provide VIP support and handle 50-100 tickets daily while maintaining user satisfaction High school diploma or equivalent (minimum requirement) Active IAT Level II certification (e.g., Security+CE, CySA+, CCNA Security, etc.) Active Secret clearance Compensation for the Service Desk Analyst includes: Salary Range: $70,000-$72,000 depending on experience Benefits: Medical, Dental, Vision, 401k Plan, Holidays, PTO, sick leave as required by law
Zachary Piper Solutions is seeking a Service Desk Analyst to join a National Security Contract located in Arlington, VA through 100% on-site presence. The Service Desk Analyst will provide Tier I/II technical support, handling a high volume of tickets, resolving hardware/software issues, and delivering VIP customer service in a fast-paced ITIL environment. Responsibilities of the Service Desk Analyst include: Provide Tier I and II technical support for hardware, software, and application-specific issues across a 4,000-user DoD environment. Troubleshoot and resolve service tickets (50-100 daily) with clear documentation and timely follow-up within SLA guidelines. Deliver VIP support and communicate effectively with high-profile users regarding incident resolution and system status. Maintain and operate a 24/7/365 Service Desk, including participating in on-call and after-hours support as needed. Document and manage knowledge base materials such as SOPs, as-built diagrams, and service desk processes. Support cross-functional teams and participate in meetings and ITIL-based process improvements (e.g., Weekly Ticket Tag-Ups, training). Ensure security and clearance compliance, working under DoD protocols with an active Secret clearance and readiness to up-scope to TS/SCI. Qualifications of the Service Desk Analyst include: 3+ years of experience in service desk operations supporting application systems Proficient with troubleshooting Tier I/II issues including software installs, hardware, printers, and desktops/laptops Familiar with tools like ServiceNow, Microsoft Office, SharePoint, and Adobe Acrobat Strong verbal and written communication skills Ability to provide VIP support and handle 50-100 tickets daily while maintaining user satisfaction High school diploma or equivalent (minimum requirement) Active IAT Level II certification (e.g., Security+CE, CySA+, CCNA Security, etc.) Active Secret clearance Compensation for the Service Desk Analyst includes: Salary Range: $70,000-$72,000 depending on experience Benefits: Medical, Dental, Vision, 401k Plan, Holidays, PTO, sick leave as required by law