Service Desk Analyst
Reston, VA 
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Posted 21 days ago
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Job Description
Position: Service Desk Analyst
Location: Remote
Job Id: 400
# of Openings: 1
Service Desk Analyst
Remote
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 & 2021 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 Service Desk team operates as the first POC for customer end-users respond to and manage all calls related to technical 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.
JOB RESPONSIBILITIES:
  • Provide Tier 1 service desk support for moderately complex technical issues, how-to requests, and incidents.
  • Troubleshoot and assist clients using an incident reporting system via telephone, email and online chat.
  • Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, perform administrative tasks, and address/fixe routine or low complexity problems and incidents.
  • Strive for first-call resolution; if beyond the capabilities of the service desk, escalate the help desk ticket to the appropriate Tier 2 or Tier 3 work center for resolution.
  • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
  • Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
  • Interact with asset management, network services, software systems engineering, applications development and printer maintenance services to identify, correct and restore technical problems.
JOB REQUIREMENTS:
  • Microsoft Office Specialist: Associate certification (REQUIRED, or must be obtained within 30 days of employment)
  • 2+ years of experience providing end-user help desk or technical support in a corporate environment
  • 2+ years experience supporting Windows 10, Microsoft Office Suite (Office 365) and Active Directory
  • Experience troubleshooting computer hardware issues (laptops, desktops, tablets/iphones, printers, monitors, etc)
  • Experience supporting audio/video and video teleconferencing equipment and applications
  • Previous experience using a ticketing system, experience with ServiceNow is desired
  • Time management/organizational skills with the ability to coordinate, prioritize and escalate multiple help desk tickets
  • Excellent communication skills, orally and in writing, with the ability to effectively communicate with end-users, outside vendors, management and peers
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. This employer uses E-Verify.
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Job Summary
Company
Indigo IT, LLC
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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