Service Desk Analyst
Job Posting for Service Desk Analyst at Indigo IT
Service Desk Analyst
Washington, D.C.
SUMMARY:
Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized.
Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. Recognized on the 2020 Inc. 5000 list of America’s fastest growing companies, we are always looking to hire top talent in the field - come join us today!
The EPA’s mission is to protect human health and the environment. Since 1970, EPA has worked for a cleaner, healthier environment for the American people. EPA employs over 15,000 Federal Employees and another 5,000 non-Federal users at locations in Washington, District of Columbia (D.C.), ten regional offices, and more than a dozen laboratories and other locations. OITO’s strategic technology direction focuses on consolidating and modernizing IT infrastructure and management, enabling informed IT business decisions, enabling a mobile workforce, and establishing a holistic network of governance policies. These key directions intersect with the OITO vision, the EPA’s strategic plan, and the President’s Management Agenda for establishing a citizen-centered, results-oriented, and market-based IT management and provisioning infrastructure and product suite.
The EPA EISD operates as the single POC for agency-wide end users to provide end-to-end responsibility for responding to and managing all calls related to issues, incidents, and how-to requests. The Service Desk Analyst shall be responsible for fulfilling user requests, resolving service failures, performing routine operational tasks, performing administrative tasks (including Microsoft (MS) Windows, MS 365, Active Directory, and security management), and addressing and fixing problems and incidents to ensure a high level of efficiency and support. The Service Desk Analyst shall follow standard ITSM processes and industry best practices for optimal and efficient customer service.
SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:
- Provides Tier 1 service desk support as part of the EPA EISD for moderately complex issues, how-to requests, and incidents.
- Provides Tier 1/2/3 service desk support for moderately complex issues, how-to requests, and incidents.
- Troubleshoot and assist clients via an incident reporting system through telephone, walk-in, or email.
- Opens incidents on behalf of the customer for metrics. Fulfills routine user request, resolves service failures, performs routine operational maintenance, performs administrative tasks, and addresses/fixes routine or low complexity problems and incidents.
- Strives for first-call resolution; if beyond the capabilities of the service desk, elevate and assign the work request to the appropriate Tier 2 or Tier 3 work center for resolution.
- May support the "Walk-Up Service Desk" at EPA HQ.
- Excellent time management skills coupled with the ability to coordinate and prioritize help desk tickets.
- Effectively communicate with peers, management and outside IT consultants.
- The selected applicant will be subject to a government security investigation and must meet eligibility requirements for access to classified or sensitive information. US Citizenship is required.
EDUCATION, EXPERIENCE, & CERTIFICATIONS:
- Bachelor’s degree in Computer Engineering/Computer Science/Information Technology/Information Security fields
- 3 years of related experience
- Knowledge of Windows and mobile Windows Operating systems, Active Directory, VOIP, MDM, Windows Virtualization, and application support.
- CompTIA A , HDI, and SDI desired for non-SME level positions
- ITIL V4 desired for SME level positions
Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
Indigo IT, as a federal contractor, requires that employees be fully vaccinated against COVID-19. The company will consider accommodations for those that cannot receive the vaccine due to medical or religious based reasons
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Salary.com Estimation for Service Desk Analyst in Research Triangle Park, NC
$51,029 to $63,960
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