Service Desk Analyst (Nights/Weekends)

The Service Desk Analyst will provide mid-level support to a team of 15,000 tickets per month, in support of a 20,000+ user community within the Department of Homeland Security (DHS). The analyst will be responsible for resolving complex service requests and incidents, utilizing remote control technology, and demonstrating sound customer service and telephone skills.

Requirements

• Ability to obtain DHS EOD
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers
• 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 7pm – 7am Monday thru Fridays and Weekends

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits