Service Desk Analyst

Ability to obtain DHS EOD
Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
Advanced experience with Active Directory management & administration
Knowledgeable of Problem Management best practice and processes
Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday

Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.