Piper Companies
Service Desk Analyst (Secret Clearance)
Piper Companies - Arlington, Virginia, United States, 22201
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Overview
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Overview
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
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#LI-SW1 #LI-ONSITE
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
Keywords: service desk, analyze, analyst, service desk analyst, arlington, virginia, va, customer service, itil, information technology infrastructure library, svs, service value system, service value chain, four dimensions model, 4d model, hardware, software, resolve, resolving, tickets, ticket, ticketing, Tier I, Tier II, DOD, technical support, application, application-specific, troubleshoot, SLA, SLA guidelines, communicate, VIP, incident resolution, service desk, on-call, on call, after-hours, after hours, document, SOP, standard operating procedures, as-build diagrams, as build diagrams, weekly ticket tag ups, weekly ticket tag-ups, ticket tag-ups, ticket tag ups, Secret, secret clearance, security clearance, clearance, application systems, software install, printers, desktops, laptops, service now, servicenow, microsoft office, microsoft, share point, sharepoint, adobe, adobe acrobat, IAT II, IAT level II, security +, Security+, Sec+, Sec +, Security Plus, SecurityPlus, SecPlus, Sec Plus, CySA, CySA+, CCNA
#LI-SW1 #LI-ONSITE