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Job Details

Help Desk Analyst

Company name
Federal Data Systems

Alexandria, VA

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Help Desk Analyst

Federal Data Systems



Job #668215130

Job Title: Service Desk Analyst Required Security Clearance: DoD Secret Preferred Education: Bachelor’s with 2-4 years of related experience, Master’s with 0-2 years or High School with 8-10 years (or equivalent experience: Bachelor’s equals 6 years of experience and Master’s equals 9 years). Required Certifications: Information Assurance Technician (IAT) Level 2 compliance, i.e. Security CE Background Check: All candidates who are given offers must successfully pass a full background investigation including criminal history, education and employment verifications. Description: The Service Desk Analyst is responsible for providing end user support relative to software, hardware, and network assistance. The Service Desk (SD) Analyst’s delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the SD Analyst documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.

DoD Secret Clearance Required

Preferred Qualifications: · Strong technical knowledge of PC and Desktop hardware. · Hands-on hardware troubleshooting experience. · Working technical knowledge of current operating systems, and standards. · Ability to launch and operate desktop diagnostic tools to perform remote diagnostics. · Analytical and problem-solving abilities, with keen attention to detail. · Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. · Experience working in a team-oriented, collaborative environment. · Strong customer-service orientation. · Willing to support weekend rotation. · Experienced in SLA/KPI environment. · Experience with Remedy ticketing software. Responsibilities: · Establish tier 1 as the single point of contact for all user requests and incidents. · Lead initiatives as assigned by management. · Function as a Lead Role Subject Matter Expert (SME). Mentor junior staff. · Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level. · Ability to work in the IEOC with Tier ll and Tier lll capabilities. · Accountable for continuous improvement. · Maintain full ownership of ticket through its lifecycle. · Provide first call resolution or triage for all calls. · Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage. · Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event. · Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested. · Enter all troubleshooting performed and, if applicable, the resolution. · Escalate tickets to the appropriate support group if required by warm transfer. · If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the Desk Side and Network Operations teams. EOE/M/F/Disability/Veteran

Updated 05/17/2018

Company info

Federal Data Systems

Company Profile

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