Service Desk Analyst

Job Description:

Below is the full job description, if interested in applying for this position please email a copy of your updated resume and the best time to connect over the phone to Louie at [email protected]

Job Title: Service Desk Analyst

Contract Type/Length: 6-Month Contract to Hire

Pay Rate Range: $26.45/HR-$31.25/HR and$55,000-$65,000

Required Clearance: Processed for a DHS EOD Public Trust Required

Multiple shifts include: Monday-Friday 6:00am-3:00pm, Monday-Friday 7:00am-4:00pm, Monday-Friday 8:00am-5:00pm, Monday-Friday 10:00am-7:00pm and Monday-Friday 1:00pm-10:00pm.

Job Summary:

The Technical Operations Center (TOC) Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software

The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement

Nice to Have Qualifications: 

HDI Certified

CompTIA A+ Certified

CompTIA Network+ Certified

CompTIA Security+ Certified

Required Qualifications: 
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)

Bachelor’s degree or equivalent + 3 applicable years

ITIL Foundation certification

Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)

Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various internet browsers to include Internet Explorer and Mozilla Firefox

Experience with patch management software

Experience using Service Now service management software to track incidents and service requests through the full lifecycle
Daily Responsibilities: 

Serve as first contact for CISA users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing

Map network drives, install and troubleshoot software/hardware issues, and network