Tier 2 Service Desk Analyst

GovCIO is seeking a Tier 2 Service Desk Analyst to support the Pension Benefit Guaranty Corporation (PBGC) IT Infrastructure Support Services (ITIS) program. The role involves troubleshooting, resolving issues, documenting incidents, and collaborating with IT teams and vendors, with a focus on providing mentorship to Tier 1 resources. This position requires strong problem-solving and communication skills, and the ability to translate technical solutions into user-friendly explanations.

Requirements

• 3-5 years’ experience in a complex Government IT environment.
• Current ITIL Foundation and/or Practitioner v.4 certifications.
• Proficiency in ServiceNow for incident and service request documentation and management.
• Strong problem-solving and technical skills.
• Excellent communication skills.
• Experience with DevSecOps is desired.

Benefits

• Employee Assistance Program
• Corporate Discounts
• Learning & Development platform
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment