Service Desk Analyst (Secret Clearance)

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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