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Service Desk Analyst

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washington, United States Convergenz Full time

We are looking for a Service Desk Analyst with at least two years of professional IT support experience. The ideal candidate will be able to troubleshoot, diagnose, and resolve end-user issues on DELL devices. They will provide both deskside support services and walk-up service desk assistance and track the status of all incidents and requests in ServiceNow. Experience with AV/VTC support and the proven ability to troubleshoot TEAMS and MS Office Suite in a Windows 11 environment is also required.


This will be a multi-year contract opportunity, and the work is fully onsite in Washington, DC.


RESPONSIBILITIES:

  • Provide Tier 1 service desk support as part of the Agency EISD for moderately complex issues, how-to requests, and incidents
  • Process assigned service requests via the Government designated incident reporting system or by telephone, walk-in, or email
  • Open incidents on behalf of the customer, for metrics
  • Strive for first-call resolution; if beyond the capabilities of the service desk, elevate and assign the work request to the appropriate Tier 2 or Tier 3 work center for resolution
  • Help adapt and improve EISD offerings and move to a more proactive environment
  • Fulfill user request, resolves service failures, performs routine operational maintenance, performs administrative tasks, and addresses/fixes problems and incidents
  • Provide total ticket ownership for assigned tickets
  • Other duties as assigned


SECURITY CLEARANCE:

  • Active Public Trust or the ability to obtain a Public Trust
  • Pursuant to government contract, US Citizenship is required