Service Desk Analyst

5 days ago


Fairfax, United States Booker DiMaio, LLC Full time
Job DescriptionJob DescriptionService Desk Analysts needed for onsite work in Fairfax, Virginia.  Candidates must be within driving distance of Fairfax.  

We need one Level 1, one Level 2 and one Level 3.  Please see below for the requirements associated with each level.  

5 year engagement plus possible extensions.  

Level 1:  2+ years of experienceMinimum/General Experience:  Provides Service Desk or Network Operations level I support.  Shall have experience providing level 1 phone support or customer service experience.  Minimum two years’ experience in the field.  

Functional Responsibilities:  Works closely with service desk and Network Operations Center (NOC) staff and supervisors to provide level 1 support directly to customers in Microsoft windows based desktop environment. Performs incident recording and basic incident investigation.

Minimum Education: High School diploma 
Level 2:  2+ years of experienceMinimum/General Experience:  Provides Service Desk or Network Operations level 2 support.  Shall have experience providing level 2 phone support, customer service experience and desktop support knowledge and skills.  Minimum two years’ experience in the field.

Functional Responsibilities:  Works closely with service desk and NOC staff and supervisors to provide level 2 support directly to customers in Microsoft windows based desktop environment. Strong communication skills required.  Performs full lifecycle of Incident management activities in context of a professional service desk.  

Minimum Education: HDI Service Desk Analyst certification and Microsoft DST or equivalent certificate required.  
Level 3 - 5+ years of experienceMinimum/General Experience:  Provides Service Desk or Network Operations level 3 support and advanced troubleshooting and systems configuration.  Shall have experience providing level 3 phone support, customer service experience, problem solving experience, and advanced desktop support knowledge and skills.  Minimum five years’ experience in the field.

Functional Responsibilities:  Works closely with service desk and NOC staff and supervisors to provide level 3 support directly to customers and advanced problem solving support to resolve complex issues in Microsoft windows based desktop environment. Strong communication and problem solving skills required.  Performs full lifecycle of Incident management activities in context of a professional service desk.  

Minimum Education:
College degree and HDI Service Desk Analyst certification and Microsoft DST or equivalent certificate required.  

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