Service Desk Analyst

ASSYST is seeking a Service Desk Analyst to provide technical support to the internal employees of our client in Arlington, VA.
The role involves responding to incidents and requests through various channels and requires both in-office and remote troubleshooting experience.

Location: Arlington, VA (Onsite - In Office)

Responsibilities:

• Handle incidents/requests via phone, email, and self-service tickets.
• Escalate issues appropriately and set follow-up expectations.
• Resolve tickets at first contact when possible.
• Provide setup, maintenance, and troubleshooting for systems, hardware, and software (standard and non-standard).
• Install, modify, and repair hardware/software in person or remotely.
• Support laptops, printers, VOIP, Citrix, and mobile devices.
• Diagnose issues, investigate causes, and recommend solutions.
• Manage incidents/requests in ServiceNow.
• Create and maintain Knowledge Articles.
• Coordinate with Tier 2/3 teams for escalations.
• Deliver excellent customer service and act as technical liaison when needed.
• Stay current with assigned technologies and contribute to projects.

Requirements:

• High School diploma or equivalent
• Familiarity with supporting Windows OS, Office 365, laptops, desktops, and mobile devices
• Proficiency with ServiceNow (ticket management)
• Experience with Five9 is highly preferred
• Certifications: CompTIA A+, Security + or Network + certification; HDI Certification is a plus.
• Strong customer service, communication, and recent help desk experience essential

ASSYST Benefits:
We are proud to offer a robust benefits package including medical, dental, vision, 401(k) retirement plan, disability insurance, flexible spending accounts and more in order for our employees to maintain a secure work/life balance.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.