Senior Service Desk Analyst

3 days ago


Reston, Virginia, United States Find Great People | FGP Full time

Key Responsibilities:

  • Provide technical support for approximately 3,000-3,500 users across multiple locations.
  • Troubleshoot and resolve issues within an enterprise ticketing system, adhering to service level agreements.
  • Perform computer imaging, utilizing various tools to gain insights into technical skillsets.
  • Support Windows 10/11 operating systems and basic Microsoft Office 365 applications.
  • Collaborate with network engineers and other IT team members to ensure effective resolution of issues.
  • Travel locally to support remote locations, approximately 15% of the time.

Required Skills:

  • Minimum of 5 years of experience in a service desk position.
  • Experience with computer imaging and enterprise ticketing systems.
  • Proficiency in Windows 10/11 operating systems and Microsoft Office 365 applications.
  • Strong customer service skills and ability to problem-solve issues.

Desired Skills:

  • A+ certification is a plus, but not required.
  • Basic networking and Active Directory knowledge.

Why Work with Us?

  • Global Support: Support users across the U.S., Mexico, Canada, and the UK.
  • Collaborative Team: Work with a dedicated team of IT professionals, including Service Desk Analysts and Network Engineers.
  • Growth Opportunities: Learn from both the systems and network teams, with opportunities to grow within the company.
  • Flexible Interview Process: Two-step process including a behavioral interview and a technical panel to showcase problem-solving skills.

We are seeking a highly motivated and experienced Senior Service Desk Analyst to join our team. If you're a service desk professional looking for a challenging and rewarding role with growth potential, we encourage you to apply.



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