Service Desk Analyst
Annapolis Junction, MDLocation: Annapolis Junction, MD 20701
Job Type: Full-Time
Clearance Required: TS/SCI with Polygraph
An organization supporting national security and enterprise IT is seeking a Service Desk Analyst to join its technical operations team. The successful candidate will be responsible for resolving technical issues, providing end-user support, and maintaining effective service desk operations in a secure environment.
Key Responsibilities:
User Support
-
Respond to user inquiries and support requests via phone, instant messaging, or ticketing systems (e.g., Jira).
-
Deliver clear, courteous, and effective communication to help users resolve technical issues.
Issue Resolution
-
Troubleshoot and diagnose end-user problems to determine root cause and resolve efficiently.
-
Escalate complex or unresolved issues to the appropriate technical team when necessary.
Incident Management
-
Log, track, and update service requests and incidents using a ticketing system.
-
Ensure tickets are categorized, prioritized, and resolved according to Service Level Agreements (SLAs).
Technical Expertise
-
Maintain working knowledge of the organization’s systems, infrastructure, and applications.
-
Stay current with technology trends and contribute to ongoing process improvements.
Documentation
-
Create and update knowledge base articles and standard operating procedures to support faster issue resolution and knowledge sharing.
Collaboration
-
Partner with cross-functional teams including system administrators and developers to resolve complex technical issues.
Required Skills & Qualifications:
-
Strong interpersonal and customer service skills.
-
Excellent verbal and written communication abilities.
-
Proven problem-solving and troubleshooting capabilities.
-
Familiarity with Jira or similar ticketing and incident management tools.
-
Basic understanding of business intelligence tools (e.g., Tableau, Power BI, COGNOS).
-
Basic understanding of relational databases and data analysis tools (e.g., Jupyter Notebooks, Python, R).
-
Ability to communicate technical concepts in a user-friendly manner.
Education:
-
Bachelor's degree in Information Systems, Computer Science, Software Engineering, or a related technical field.
Compensation:
-
Annual Salary Range: $119,000 – $141,000 (USD)
-
Compensation does not include discretionary bonuses or benefits package.
-
Final compensation will be based on factors such as experience, location, education, and skill level.
This position requires an active TS/SCI clearance with Polygraph.
We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law.