Zachary Piper Solutions is seeking a Service Desk Analyst to join a Federal Program located in Fairfax, VA.
Responsibilities of the Service Desk Analyst include:
- Troubleshoots and resolves Tier I/II issues, including hardware, software, and peripheral support.
- Provides in-person and phone-based support to a 4,000-user community, including VIP users.
- Manages and updates tickets with clear documentation, ensuring resolution within SLAs.
- Handles 50–100 tickets daily while maintaining high-quality customer service.
- Participates in regular team meetings and contributes to process improvement initiatives.
- Maintains documentation, supports 24/7 operations, and provides after-hours on-call support as needed.
Qualifications for the Service Desk Analyst include:
- High school diploma or equivalent required.
- Active IAT Level II certification (e.g., Security+ CE, CySA+, SSCP, etc.) at time of hire.
- 3+ years of service desk experience supporting client-specific applications.
- Ability to lift up to 40 lbs. and perform physical tasks such as sitting, standing, and bending.
- Proficient with IT hardware, software, and network devices.
- Strong communication, multitasking, and time management skills.
- Detail-oriented with analytical thinking and sound judgment in dynamic environments.
- Experience supporting classified environments and working in cross-functional teams.
- Must have an active Secret security clearance, with the ability to pass an SSBI background investigation to up-scope clearance to Top Secret / SCI.
Preferred Qualifications for the Service Desk Analyst include
- ITIL 4 Foundation Certification.
- HDI Certification.
- Top Secret/SCI clearance.
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Experience with:
- ServiceNow ticketing software.
- Supporting intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
- Availability to travel if necessary.
Compensation for the Service Desk Analyst includes:
- Salary Range: $65,000 - $70,000 depending on experience
- Comprehensive Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays
Keywords
Service Desk, Tier I Support, Tier II Support, Troubleshooting, Hardware Support, Software Support, Peripheral Support, In-person Support, Phone Support, VIP Support, Customer Service, Ticket Management, SLA Compliance, High-volume Tickets, IT Support, Help Desk, Incident Resolution, Technical Support, User Support, Windows OS, Network Support, Printer Support, Application Support, Remote Assistance, Documentation, Knowledge Base, Process Improvement, Team Collaboration, 24/7 Operations, On-call Support, Secret Clearance, Top Secret Clearance, SCI Eligibility, SSBI, Security Clearance, Federal Program, Fairfax VA, Zachary Piper Solutions, ITIL, ServiceNow, Active Directory, Microsoft Office, Communication Skills, Problem Solving, Time Management, Multitasking, Technical Writing, Diagnostics, System Inquiries, Client Support, Desktop Support, Laptop Support, Peripheral Devices, Email Support, Teams Support, Phone Etiquette, Customer Satisfaction, IT Operations, Technical Documentation, Federal Contract, Government IT