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Service Desk Analyst - Remedy

Company: Innovative Management & Technology Services
Location: Arlington
Posted on: May 11, 2022

Job Description:

Security Requirements: Active TS/SCI and ability to -obtain DHS suitabilityResponsibilities:

  • Provide effective front-line support leveraging service desk ticketing system, telephone, and email communications
  • Support the service desk shift lead in operational activities
  • Interact with government Program Manager for the service desk regarding operational issues
  • Ensure timely and effective response to internal and external mission partners
  • Follow the appropriate incident escalation and reporting procedures -
  • Seek to improve the quality, productivity, and culture of the service desk environment -
  • Coordinate distribution of incidents and service requests within the ticketing system
  • Conduct effective shift transition actions and procedures -
  • Duties may also include but are not limited to identifying, logging, categorizing, performing initial triage, routing, and resolving incidents and requests; manage the life cycle of incident and request tickets in accordance with interface agreements, performing customer relationship management activities with mission partners, internal coordination and follow up for distributed actions, and compliance with defined processes, procedures, work instructions, and program requirements.Requirements:
    • Must be customer and detail oriented and possess good decision-making ability
    • Knowledge and understanding of customer service techniques.
    • A willingness to learn new tools and technologies and take on new responsibilities as assigned
    • HS diploma or GED
    • Ability to obtain a security clearance
    • Ability to use professional e-mail and phone ettiquettePreferred qualifications or skills:
      • 1+ years of experience with IT in a professional work environment
      • Experience working with a customer service oriented environment
      • Experience providing service desk/call center support
      • Knowledge of Microsoft Office suite
      • Experience in using the Remedy ticketing suite
      • Exceptional communication skills
      • BA or BS degreeEqual Employment Opportunity:Cyber Defense Solutions is an equal opportunity employer and -will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. CDS -will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.Cyber Defense Solutions will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to CDS. Contact human resources (HR) with any questions or requests for accommodation at 703-337-4192.Powered by JazzHR

Keywords: Innovative Management & Technology Services, Arlington , Service Desk Analyst - Remedy, Professions , Arlington, Virginia

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