Position Overview
Zachary Piper Solutions is seeking a Service Desk Analyst to join a National Security Contract located in Arlington, VAthrough % on-site presence. The Service Desk Analyst will provide Tier I/II technical support, handling a high volume of tickets, resolving hardware/software issues, and delivering VIP customer service in a fast-paced ITIL environment.
Responsibilities of the Service Desk Analyst include:
Provide Tier I and II technical support for hardware, software, and application-specific issues across a 4,-user DoD environment.Troubleshoot and resolve service tickets (– daily) with clear documentation and timely follow-up within SLA guidelines.Deliver VIP support and communicate effectively with high-profile users regarding incident resolution and system status.Maintain and operate a /7/ Service Desk, including participating in on-call and after-hours support as needed.Docum...