Service Desk Analyst
Certificate Management
Computer Skills
Customer Support
Cyber Security
Cybersecurity
End User Support
Facilities Management
Hardware Support
Help Desk Support
Identity and Access Management
Incident Management
Information Security
Information Technology (IT)
It Service Management
IT Services
Phone Support
Rsa Tokens
Security
Service Management
Technical Support
Job Description
This role supports a government customer by operating a service desk on a daily basis and providing Tier 1 to Tier 2 technical assistance from an onsite location in Vienna, Virginia. The position requires a Top-Secret Clearance and involves troubleshooting, ticket queue management, and user support across a variety of IT services.
Location and Schedule
Location: Vienna, VA (onsite)
Work environment: Able to operate in a 24/7 environment and participate in on-call rotation.
Compensation: USD 30–35 per hour
Role Responsibilities
- Answer general IT questions for users and provide first-line support.
- Manage and maintain the customer’s ticketing queue.
- Perform Tier 1-2 troubleshooting to resolve user issues.
- Address common access and authentication issues, including password resets, RSA tokens, and PKI certifications.
- Notify users of service disruptions when outages or interruptions occur.
- Implement technical refreshes of user equipment, including workstations, monitors, switch boxes, and card readers.
- Provide information to customer logistics regarding equipment that requires inventory transactions when moved or decommissioned.
- Maintain accurate records for shelf stock, notify the government when inventory reaches reorder points.
- Image workstations to latest operating system builds.
- Install COTS software.
- Install virus updates on stand-alone systems.
- Support hourly monitoring checks and escalate issues to the appropriate solver team.
- Receive and troubleshoot calls from international and remote users for issue resolution.
- Escalate issues requiring advanced technical knowledge to the customer.
- Troubleshoot hardware issues on workstations, printers, and other peripherals, including assessing system health, replacing components, and submitting warranty claims with vendors.
Required Qualifications
- 4 years of relevant experience in web software development.
- Ability to work in a 24/7 operational environment and support on-call rotation.
- Bachelor’s degree in a related field.
Technologies
- RSA tokens
- PKI certifications
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Paid parental leave
- Life and disability insurance
- Flexible spending accounts
- Commuter benefits
- Tuition reimbursement
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