Service Desk Analyst

The Service Desk Analyst will provide mid-level support to a team that receives and resolves 15,000 tickets a month, in support of a 20,000+ user community within the Department of Homeland Security (DHS). The ideal candidate will possess strong customer service and telephone skills, attention to detail, problem-solving skills, and a desire to provide outstanding customer support.

Requirements

• Ability to obtain DHS EOD
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday

Benefits

• Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
• Flexible time off benefit
• Robust learning resources