Overview:

GovCIO is currently hiring for a Senior Service Desk Analyst to provide Tier 3 Help Desk operations for a government enterprise application. This position will be located in Arlington, VA and will be a fully on-site position. The Senior Service Desk Analyst provides technical and operational support to customers, as well as works closely with a cross-functional technical team to analyze, triage, and resolve application issues, bugs, and enhancements.

• Resolves technical problems and answers queries by telephone, e-mail, or by other electronic means in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing guidelines and prescribed solutions. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

  • Responsible for investigating and identifying computer hardware and software related problems.
  • Effectively communicates step-by-step solutions to end-users.
  • May need to communicate with software and hardware specialists for solutions.
  • Records solutions into database for other Help Desk professionals.
  • Redirects issues to appropriate resource if necessary.
  • Must be knowledgeable of current technological issues and advancements.

Bachelor's Degree (or commensurate experience) with 0 - 2 years experience.

Required Skills and Experience

• Clearance Required: Top Secret w/SCI
• Excellent communication and collaboration skills
• Excellent critical thinking and problem-resolution skills
• Ability to work closely with a cross-functional technical team to resolve issues
• Experience with Microsoft Office applications (Word, Teams, Outlook, etc)
• Strong writing skills to support process improvement, drafting Help Desk SOPs, etc

Preferred Skills and Experience

• ServiceNow experience a plus
• Experience with Tier 3 Help Desk Support
• Strong experience working closely with customers to intake, triage, and resolve technical issues
• Ability to identify areas that need process improvement
• Critical, out-of-the-box thinking

*pending contract award

#proposal