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Service Desk Analyst

Service Desk Analyst
Position Location: Alexandria VA
Job Code: 1172
Number of Openings: 1

Job Title: Service Desk Analyst

Location: Alexandria, VA (Mark Center)

Required Security Clearance: DoD Secret 

Preferred Education: Associate's or Bachelors' degree in technology or the sciences, or 1-3 years of industry-equivalent experience.

Required Certifications: Information Assurance Technician (IAT) Level 2 compliance, i.e. Security+CE, CySA+CE or above

Description:  The Service Desk Analyst is responsible for providing end user support relative to software, hardware, and network assistance. Conduct troubleshoot issues over the phone.  The Service Desk (SD) Analyst’s delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the SD Analyst documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. ***DoD Secret Clearance Required***

Preferred Qualifications:

·         Strong technical knowledge of PC and Desktop hardware background.

·         Hands-on hardware troubleshooting experience so that phone call trouble-shooting is more precise to actions required to fix..

·         Working technical knowledge of current operating systems, and standards.

·         Ability to launch and operate desktop diagnostic tools to perform remote diagnostics.

·         Analytical and problem-solving abilities, with keen attention to detail.

·         Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

·         Experience working in a team-oriented, collaborative environment.

·         Strong customer-service orientation.

·         Willing to support weekend rotation.

·         Experienced in SLA/KPI environment.

·         Experience with Remedy ticketing software.



·         Establish tier 1 as the single point of contact for all user requests and incidents.

·         Lead initiatives as assigned by management.

·         Function as a Lead Role Subject Matter Expert (SME). Mentor junior staff.

·         Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level by phone.

·         Ability to work in the IEOC with Tier ll and Tier lll capabilities.

·         Accountable for continuous improvement.

·         Maintain full ownership of ticket through its lifecycle.

·         Provide first call resolution or triage for all calls.

·         Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.

·         Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.

·         Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.

·         Enter all troubleshooting performed and, if applicable, the resolution.

·         Escalate tickets to the appropriate support group if required by warm transfer.

·         If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the Desk Side and Network Operations teams.

Working Conditions:

Work is typically based in a busy office environment and subject to frequent interruptions. Business work hours are normally set from Monday through Friday 8:00am to 5:00pm, however some extended or weekend hours may be required. Additional details on the precise hours will be informed to the candidate from the Program Manager/Hiring Manager.

Physical Requirements:

May be required to lift and carry items weighting up to 25 lbs. Requires intermittent standing, walking, sitting, squatting, stretching and bending throughout the work day.

Background Screening/Check/Investigation:

Successful Completion of a Background Screening/Check/Investigation will be required as a condition of hire.

Employment Type: Full-time / Exempt


Federal Data Systems, LLC offers competitive compensation, a flexible benefits package, career development opportunities that reflect its commitment to creating a diverse and supportive workplace.  Benefits include, not all inclusive – Medical, Vision & Dental Insurance, Paid Time-Off & Company Paid Holidays, Personal Development & Learning Opportunities.


This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


Federal Data Systems, LLC (FEDDATA) is an Equal Opportunity/Affirmative Action Employer. That does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law. 




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Alexandria, Virginia
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