Service Desk Analyst (IMC00791)

The service desk analyst provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile Department of Defense (DoD) customer.

Work Location: Onsite in Arlington, VA, Monday – Friday, 6:30am to 5:00pm (estimated), based upon the needs and direction of the customer. 

Basic Required Qualifications and Skills:  Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• High school diploma or equivalent.
• At start date, must possess an IAT level II certification in ACTIVE status:
  • CCNA Security
  • CySA+
  • GICSP
  • GSEC
  • Security+CE
  • CND
  • SSCP
• 3+ years of experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs., sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• 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.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross-functional teams, in a fast-paced and ITIL transitional environment.
• Pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD Secret clearance day one and prior to entry on duty, with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret/SCI.   

Desired Qualifications and Skills:  It is desirable that the candidate have the following qualifications:

• ITIL 4 Foundation certification.
• HDI certification.
• Top Secret/SCI clearance.
• Experience with:
  • ServiceNow ticketing software.
  • Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
• Availability to travel if necessary.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral).
• Perform in-person customer service and phone support service to 4,000 end-user community.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
• Handle efficiently a high-volume ticket queue by supporting 50-100 tickets daily.
• Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement and turnaround.
• Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
• Operate a 24x7x365 Service Desk.
• Responsible for handling after-hours on-call support (when necessary).

Salary and Benefits Information: Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. For more information about IMC’s benefits, please visit our website at https://www.imcva.com/about-imc/careers.