Service Desk Analyst

Apex Systems
Washington, DC
May 17, 2018
May 21, 2018
Full Time
Position: Service Desk Analyst Location: Washington DC (Chinatown) Duration: 5+mo contract to hire Clearance: Must be able to obtain DHS Public Trust and DoD Interim Secret Overview: Seeking a Service Desk Analyst for service desk support for a component of the Department of Homeland Security (DHS) in Washington, DC that services more than 6,000 users. Our Federal law enforcement customer is responsible for the vital mission of protecting the security of our nation and its people. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure they can access and utilize required facilities and systems. The candidate will conduct all necessary technical service desk support activities. The Service Desk Analyst will work a daily 8 hour shifts on weekdays. During the shift, the Service Desk Analyst will: use a ticketing system (SCSM) to document and create all incoming Incident and Service Requests, manage assigned workloads, troubleshoot issues and advise on appropriate action, develop solutions to new issues as needed, ensure prompt resolution of issues, escalate issues to shift lead, track all issues to closure, and respond to user requests via phone and email. The candidate will report directly to the Service Desk manager or a Shift Lead. The candidate will interact with different teams (eg network, security, database, Enterprise Management System), users, and Government POCs to escalate issues and ensure optimal resolution. Responsibilities - Deliver excellent technical and non-technical customer support to the users - Ensure resolution of daily customer issues that impact the team and overall business objectives - Research solutions to new issues - Design and develop one or more courses of action, evaluate these courses in a test environment, and implement the best solution to the problem - Monitor queue and metrics, tracking performance and situational issues in real time, responding accordingly per procedures - Assist in the development of procedures Qualifications - Must have a technical background and experience with working on and with service desk teams supporting IT services. - Must have experience in working with a ticketing system, such as Remedy, Heat, SCSM, etc (SCSM experience is a plus) - Proficiency with Active Directory including creating and managing enterprise level group policies - The ability to resolve technical and other types of issues

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