Overview
On Site
USD 120,000.00 per year
Full Time
Skills
Standard Operating Procedure
Service Level
Technical Support
IT Service Management
Problem Solving
Conflict Resolution
Supervision
Service Desk
Technical Communication
JIRA
Service Management
Active Directory
Confluence
Job Details
Job Title: Service Desk Analyst
Location: Arlington, VA
Type: Direct Hire
Compensation: 120k
Contractor Work Model: Hybrid
Security Clearance: Secret
Service Desk Analyst
Secret clearance
Hybrid 2-3 days a week
$120k
Direct Hire
A Service Desk Analyst (mid) provides Tier 1 customer support/service to all end users who utilize any of the tools or applications within the ADVANA platform.
**NOTE: This is a shift position located in the National Capital Region (NCR) that requires the ability to report to a client site up to five days a week and the availability to potentially work evenings and/or weekends.**
Key Role:
Works independently, with some guidance, and applies industry knowledge to develop or contribute to solutions to varied problems of moderate scope and complexity.
Communicates directly with a community of 100,000+ users, stakeholders, and clients to define and measure reported problems from creation through resolution.
Executes routine requests as well as solves complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs).
Duties include providing technical support and assistance, basic troubleshooting, diagnosing problems, recommending/implementing solutions, responding to user issues or concerns, escalating requests as needed, and operating as the primary point of contact between the user and platform teams. Applies ITSM principles, theories, and concepts to job assignments. Exhibits technical and operational proficiency solving problems of moderate complexity. Contributes to completion of projects and programs in area of expertise. Additional duties may include working on special projects or working groups.
Basic Qualifications:
5+ years experience working in a Service Desk environment
Experience in utilizing problem solving methodologies
Ability to work independently and complete assigned tasks with minimal supervision
Ability to communicate with clients via chat, email, and Jira Service Desk, including both technical and non-technical communication
Bachelor's degree
Additional Qualifications:
Experience with Jira, including Jira Service Management or Desk
Experience with Active Directory, MS Office, SharePoint, and Confluence
Ability to solve complex and abstract problems
System One, and its subsidiaries including Joul, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
#M2
#LI-CS1
#DI-CS1
Ref: #850-Rockville (ALTA IT)
System One, and its subsidiaries including Joul, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Location: Arlington, VA
Type: Direct Hire
Compensation: 120k
Contractor Work Model: Hybrid
Security Clearance: Secret
Service Desk Analyst
Secret clearance
Hybrid 2-3 days a week
$120k
Direct Hire
A Service Desk Analyst (mid) provides Tier 1 customer support/service to all end users who utilize any of the tools or applications within the ADVANA platform.
**NOTE: This is a shift position located in the National Capital Region (NCR) that requires the ability to report to a client site up to five days a week and the availability to potentially work evenings and/or weekends.**
Key Role:
Works independently, with some guidance, and applies industry knowledge to develop or contribute to solutions to varied problems of moderate scope and complexity.
Communicates directly with a community of 100,000+ users, stakeholders, and clients to define and measure reported problems from creation through resolution.
Executes routine requests as well as solves complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs).
Duties include providing technical support and assistance, basic troubleshooting, diagnosing problems, recommending/implementing solutions, responding to user issues or concerns, escalating requests as needed, and operating as the primary point of contact between the user and platform teams. Applies ITSM principles, theories, and concepts to job assignments. Exhibits technical and operational proficiency solving problems of moderate complexity. Contributes to completion of projects and programs in area of expertise. Additional duties may include working on special projects or working groups.
Basic Qualifications:
5+ years experience working in a Service Desk environment
Experience in utilizing problem solving methodologies
Ability to work independently and complete assigned tasks with minimal supervision
Ability to communicate with clients via chat, email, and Jira Service Desk, including both technical and non-technical communication
Bachelor's degree
Additional Qualifications:
Experience with Jira, including Jira Service Management or Desk
Experience with Active Directory, MS Office, SharePoint, and Confluence
Ability to solve complex and abstract problems
System One, and its subsidiaries including Joul, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
#M2
#LI-CS1
#DI-CS1
Ref: #850-Rockville (ALTA IT)
System One, and its subsidiaries including Joul, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.