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Sr. IT Service Desk Analyst

Job Attributes

Job Id:

31499

Job Category:

IT Infrastructure

Job Location:

Arlington, VA  20001

Security Clearance:

Secret

Business Unit:

Zachary Piper Solutions

Division:

Zachary Piper Solutions

JOB DESCRIPTION

Zachary Piper Solutions is looking to hire Service Desk Analyst in Arlington, VA on a government project supporting the Army National Guard.


**Must posses an active Secret Clearance**


Duties Include:

  • Participate in transition from current IT Service Management system to BMC Remedy
  • Resolve Tier 0, I, II, and III level application system inquiries, requests, and incidents by
  • Effectively transfer cases to other support groups and escalate to the next appropriate tier level
  • Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily
  • Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
  • Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
  • Document, maintain, and store specific information, including as-built diagrams, rack layouts, interconnectivity diagrams, data flow diagrams, AD documentation, and SOPs/Job Aides
  • Perform as Subject Matter Expert for the application, functional user roles and service desk processes and procedures
  • Support focus teams or specialized projects to promote rapid improvement turnaround
  • Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email)
  • Operate a 24x7x365 Service Desk


Essential Functions

  • Ability to support a fast paced and agile learning environment
  • Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
  • Ability to identify and articulate key information in an efficient and timely manner.
  • Ability to exercise discretion and independent judgment when handling situational occurrences
  • Analyzes and recommends alternative solutions to meet customer needs
  • Builds credibility and trust with customers
  • Identifies areas of opportunity to improve customer satisfaction. 
  • Must have excellent multi-tasking and time management skills
  • Supports the team process and participates on cross-functional teams
  • Responsible for handling after-hours on call support (when necessary)


Required Qualifications:

  • Required Education High school diploma, or in lieu of education, 3–5+ years’ experience (The minimum experience for this position is 4 years of relevant experience in a Service Desk environment.)
  • CompTIA Security +
  • All applicants must be U.S. Citizens and have a current security clearance (NACLAC) eligibility, day one and prior to entry on duty. 


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New Search

Job Id:

31499

Job Category:

IT Infrastructure

Job Location:

Arlington, VA  20001

Security Clearance:

Secret

Business Unit:

Zachary Piper Solutions

Division:

Zachary Piper Solutions