Service Desk Analyst
Job Summary
To support federal application users, the full-time remote Service Desk Analyst will manage ticket creation, authentication, and troubleshooting of system functionality while resolving common user issues and escalating complex tickets as needed.
Key responsibilities
- Authenticate callers and create/document tickets with relevant user information
- Assist users in navigating and troubleshooting system functionality, capturing ticket details
- Resolve common user issues and escalate complex tickets to Tier 2 for advanced resolution
Required qualifications
- High school diploma with 1-3 years of experience in IT support or help desk roles
- Certifications such as ITIL or CompTIA A+ are a plus
- Knowledge of IT systems, infrastructure, and software development
- Familiarity with government regulations, compliance, and security standards (e.g., NIST)
- Must be a U.S. Citizen
Complete Job Description
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