Service Desk Analyst

# of Openings
Information Technology


Service Desk Analyst

Vienna, VA


Secret Clearance Required



Works as part of an IT Service Desk team responsible for Tier 1-3 support. Tasks include maintaining and managing the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues.


  • Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops
  • Troubleshoot problems and provide support for Microsoft applications such Outlook and Microsoft Office
  • Assist with installing, moving, adding and/or changing (IMAC) desktops, laptops, printers, and other approved peripheral devices
  • Standard computer images including Desktop Image
  • Assist with centrally managing desktops, laptops, printers, and other network peripheral devices
  • Provide quality customer service and support for designated equipment
  • Respond to telephone, electronic, and/or walk-up requests for IT support as part of a Service Desk operation
  • Ensure all time reporting and other required reports are accurate and submitted on time
  • Ensure on-going maintenance and development of positive customer relationships with end-users



  • Bachelor’s degree or certification in IT related field
  • 1+ years of relevant work experience
  • Prior IT Operations support experience with a blend of application, hardware, and networking support, including providing support via phone (call center)
  • Relevant certifications such as CompTIA A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired
  • Experience with using HEAT or Remedy Help Desk is a plus
  • Excellent organizational and communications skills
  • US Citizenship necessary
  • Active Secret Clearance REQUIRED



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