service desk analyst

Strativia

<div>Job Purpose: 
The IT Service Desk Analyst provides Tier I and Tier II technical support to ensure reliable IT services for CNSG-C personnel. This role supports users by troubleshooting hardware, software, and network issues, managing service tickets, and maintaining IT systems and assets. The position also assists with workstation setup, account management, video teleconferencing support, and infrastructure maintenance to ensure continuous system availability and mission readiness. 
 
Responsibilities:
<ul><li>Provide Tier I and Tier II helpdesk support in-person, by phone, or electronically through the REMEDY ticket system, escalating incidents to higher tiers when required.</li>
<li>Track and document service requests in the REMEDY system, ensuring tickets are completed accurately and in accordance with NCTS Bahrain Service Level Agreement (SLA) procedures.</li>
<li>Install, configure, and maintain workstations, including workstation setup, drive mapping, printer configuration, and user account support.</li>
<li>Perform basic Active Directory tasks and manage NTFS permissions for shared resources.</li>
<li>Troubleshoot and resolve software issues involving Microsoft Office, Outlook, Adobe, Java, and PKI certificates.</li>
<li>Conduct hardware maintenance and infrastructure support including workstation installations, cable management, UPS system checks, and replacement of laptop and desktop components.</li>
<li>Provide basic printer maintenance and troubleshooting support.</li>
<li>Support user onboarding and offboarding processes including account creation, workstation setup, and access configuration.</li>
<li>Manage SAAR-N form submissions and tracking to enable system access for users.</li>
<li>Submit and track Requests for Change (RFC) including port activation, software installations, and system reimaging.</li>
<li>Provide scheduling and technical support for video teleconferences (VTCs).</li>
<li>Maintain and track ONE-Net IT assets, ensuring accurate inventory records and quarterly asset reporting.</li>
<li>Support mobile device management by issuing, configuring, and troubleshooting command-issued iPhones and coordinating with NCTS as required.</li>
<li>Process IT equipment disposal through DRMO procedures for unused or non-functional assets.</li>
<li>Submit Base Communications Office (BCO) work requests for phone installations, relocations, ADSL line modifications, and network cabling repairs.</li>
<li>Draft and release command communications using the Command and Control Official Information Exchange (C2OIX) application.</li>
<li>Participate in special projects and support day-to-day IT operations as assigned by leadership.</li>
<li>Other duties as assigned.</li>
</ul>
 
Qualifications:
<ul><li>Active DoD 8570 IAT Level II certification or higher (e.g., Security+ CE, CASP) required.</li>
<li>Strong working knowledge of hardware and infrastructure support including workstation installations, cable management, UPS systems, and hardware component replacement.</li>
<li>Experience managing and tracking service tickets using REMEDY or similar helpdesk ticketing systems.</li>
<li>Proficiency with SAAR-N form submission and tracking processes.</li>
<li>Experience submitting and managing Requests for Change (RFC) including port activation, software installation, and system reimaging.</li>
<li>Familiarity with Active Directory administration and NTFS permission management.</li>
<li>Experience troubleshooting Microsoft Office applications and common enterprise software tools.</li>
<li>Strong customer service, communication, and problem-solving skills with the ability to support users in a fast-paced operational environment.</li>
<li>Ten (10) years of helpdesk or IT service desk experience preferred.</li>
</ul>
 
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization. 
 
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets</div>

IT Service Desk Analyst

<div>
 
 Job Purpose
 
 
 
 The IT Service Desk Analyst provides Tier I and Tier II technical support to ensure reliable IT services for CNSG-C personnel. This role supports users by troubleshooting hardware, software, and network issues, managing service tickets, and maintaining IT systems and assets. The position also assists with workstation setup, account management, video teleconferencing support, and infrastructure maintenance to ensure continuous system availability and mission readiness.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide Tier I and Tier II helpdesk support in-person, by phone, or electronically through the REMEDY ticket system, escalating incidents to higher tiers when required.
 </li>
 <li>
 Track and document service requests in the REMEDY system, ensuring tickets are completed accurately and in accordance with NCTS Bahrain Service Level Agreement (SLA) procedures.
 </li>
 <li>
 Install, configure, and maintain workstations, including workstation setup, drive mapping, printer configuration, and user account support.
 </li>
 <li>
 Perform basic Active Directory tasks and manage NTFS permissions for shared resources.
 </li>
 <li>
 Troubleshoot and resolve software issues involving Microsoft Office, Outlook, Adobe, Java, and PKI certificates.
 </li>
 <li>
 Conduct hardware maintenance and infrastructure support including workstation installations, cable management, UPS system checks, and replacement of laptop and desktop components.
 </li>
 <li>
 Provide basic printer maintenance and troubleshooting support.
 </li>
 <li>
 Support user onboarding and offboarding processes including account creation, workstation setup, and access configuration.
 </li>
 <li>
 Manage SAAR-N form submissions and tracking to enable system access for users.
 </li>
 <li>
 Submit and track Requests for Change (RFC) including port activation, software installations, and system reimaging.
 </li>
 <li>
 Provide scheduling and technical support for video teleconferences (VTCs).
 </li>
 <li>
 Maintain and track ONE-Net IT assets, ensuring accurate inventory records and quarterly asset reporting.
 </li>
 <li>
 Support mobile device management by issuing, configuring, and troubleshooting command-issued iPhones and coordinating with NCTS as required.
 </li>
 <li>
 Process IT equipment disposal through DRMO procedures for unused or non-functional assets.
 </li>
 <li>
 Submit Base Communications Office (BCO) work requests for phone installations, relocations, ADSL line modifications, and network cabling repairs.
 </li>
 <li>
 Draft and release command communications using the Command and Control Official Information Exchange (C2OIX) application.
 </li>
 <li>
 Participate in special projects and support day-to-day IT operations as assigned by leadership.
 </li>
 <li>
 Other duties as assigned.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Active DoD 8570 IAT Level II certification or higher (e.g., Security+ CE, CASP) required.
 </li>
 <li>
 Strong working knowledge of hardware and infrastructure support including workstation installations, cable management, UPS systems, and hardware component replacement.
 </li>
 <li>
 Experience managing and tracking service tickets using REMEDY or similar helpdesk ticketing systems.
 </li>
 <li>
 Proficiency with SAAR-N form submission and tracking processes.
 </li>
 <li>
 Experience submitting and managing Requests for Change (RFC) including port activation, software installation, and system reimaging.
 </li>
 <li>
 Familiarity with Active Directory administration and NTFS permission management.
 </li>
 <li>
 Experience troubleshooting Microsoft Office applications and common enterprise software tools.
 </li>
 <li>
 Strong customer service, communication, and problem-solving skills with the ability to support users in a fast-paced operational environment.
 </li>
 <li>
 Ten (10) years of helpdesk or IT service desk experience preferred.
 
 
 </li>
 </ul>
 Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
 
 
 
 
 Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
 
 
</div>

EMR USA Metal Recycling

About Us: 
EMR is one of the world’s leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration.
 
Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials.
 
EMR offers our team a competitive salary and a comprehensive benefits package, including health insurance, retirement plans with company match, wellbeing benefits, employee assistance program and more. Join us and be a part of a team that puts people first!
 
EMR is seeking a Junior IT Service Desk Analyst to provide frontline technical support to employees across the organization. This role is ideal for someone early in their IT career who has a strong interest in technology, enjoys solving problems, and wants hands-on experience supporting hardware, software, and network systems. The Junior IT Service Desk Analyst serves as a key resource for troubleshooting technical issues, configuring equipment, and ensuring employees have the tools they need to work efficiently. This position pays $23/hr and will be worked 100% onsite in Camden, NJ. The expected schedule is Monday through Friday 8am to 5pm with one rotating Saturday a month 7am to 1pm.
 Key Responsibilities
 <ul>
<li>Respond to and prioritize employee requests related to hardware, software, networking, telephone, and technology issues</li>
<li>Image and configure desktop and laptop computers to company standards</li>
<li>Install operating systems and required software applications</li>
<li>Provide desktop support for Microsoft Office products and business applications</li>
<li>Perform basic Microsoft Exchange administration, including mailbox creation and permission management</li>
<li>Communicate clearly with users to manage expectations and provide updates</li>
<li>Ensure timely resolution of service desk tickets with proper follow-through</li>
<li>Promote and support company information security practices</li>
<li>Occasionally provide on-site or field technical support</li>
<li>Assist with additional IT projects and duties as assigned</li>
</ul>
Qualifications
 <ul>
<li>Passion for technology and learning new systems</li>
<li>Strong troubleshooting and problem-solving skills</li>
<li>Ability to work both independently and collaboratively within a team</li>
<li>Excellent written and verbal communication skills</li>
<li>Ability to manage multiple requests and prioritize effectively</li>
<li>Basic understanding of:</li>
<li>TCP/IP networking</li>
<li>LAN and WAN network topology</li>
<li>Customer-service mindset with a focus on user experience</li>
<li>Ability to lift up to 50 lbs. when deploying equipment</li>
<li>High School Diploma or GED required</li>
<li>IT certifications (CompTIA A+, Network+, Microsoft, etc.) preferred</li>
</ul>
#LI-Onsite
 IND01
 
EMR USA Metal Recycling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
<ul>
<li>E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve lawful workforce.</li>
</ul>

Junior IT Service Desk Analyst

Atlas

<div>
 
 IT Network Services Team | Atlas Van Lines
 
 
 
 At Atlas Van Lines, we&rsquo;re more than a moving company. We&rsquo;re a family of companies delivering transportation and logistics solutions across the globe. Through a trusted network of quality agents and service partners, we help people and businesses
 
 go new places&reg; -
 
 more easily, more securely, and with confidence.
 
 
 What sets Atlas apart is our agent-owned model and shared commitment to service excellence. That focus has fueled extraordinary growth and we&rsquo;re just getting started.
 
 
 
 About The Role
 
 
 
 We&rsquo;re looking for a customer-focused
 
 IT Service Desk Analyst II
 
 to join our IT team and serve as the primary point of contact for end-user technology support. In this role, you&rsquo;ll play a key part in ensuring our systems, applications, and services operate smoothly so users can focus on their work.
 
 
 You&rsquo;ll handle incoming support requests, troubleshoot technical issues, and ensure incidents are resolved efficiently or escalated appropriately to meet service level agreements (SLAs). This role requires strong technical fundamentals, excellent communication skills, and the flexibility to support rotating shifts and after-hours on-call coverage as needed.
 
 
 
 What You&rsquo;ll Do
 
 
 
 <ul>
 <li>
 Serve as the first point of contact for IT service desk requests via phone, web portal, email, and chat, providing timely, courteous, and effective support.
 </li>
 <li>
 Support users&mdash;including agents, subsidiaries, and PVOs&mdash;by resolving basic to moderately complex technical issues and service requests.
 </li>
 <li>
 Build rapport with end users by actively listening, gathering detailed problem information, and setting clear expectations.
 </li>
 <li>
 Diagnose and troubleshoot hardware, software, and application issues using remote support tools and diagnostic utilities.
 </li>
 <li>
 Test and validate solutions to ensure incidents are fully resolved before closure.
 </li>
 <li>
 Prioritize incidents and service requests according to defined processes to meet established SLAs.
 </li>
 <li>
 Research solutions using internal documentation, knowledge bases, and external resources as needed.
 </li>
 <li>
 Perform end-user security and application account administration, escalating issues with complete and accurate documentation when necessary.
 </li>
 <li>
 Contribute to and maintain the service desk knowledge base and stay current on both new and legacy Atlas applications through ongoing training.
 </li>
 <li>
 Maintain content on the AtlasNet website and alert leadership to recurring issues or emerging incident trends.
 </li>
 <li>
 Stay informed about the software, hardware, and systems supported by the organization.
 </li>
 <li>
 Participate in after-hours and on-call rotations and perform other duties as assigned.
 
 
 
 </li>
 </ul>
 
 Your Wellness Is Our Focus
 
 
 
 <ul>
 <li>
 Medical, dental, and vision coverage for employees and dependents
 </li>
 <li>
 Employee Assistance Programs with a strong focus on mental health
 </li>
 <li>
 24/7 access to a licensed therapist
 </li>
 <li>
 Wellness programs with employee perks
 </li>
 <li>
 Onsite Fitness Center and Medical Clinic
 
 
 
 </li>
 </ul>
 
 Financial Wellbeing
 
 
 
 <ul>
 <li>
 Generous 401(k) matching retirement plan
 </li>
 <li>
 Pre-tax savings options including HSA and FSA
 </li>
 <li>
 Tuition assistance
 </li>
 <li>
 Financial wellness resources through our Employee Assistance Program
 </li>
 <li>
 Earning potential up to $21/hour
 
 
 
 </li>
 </ul>
 
 Flexibility &amp; Time Off
 
 
 
 <ul>
 <li>
 Paid time off including vacation, sick leave, parental leave, holidays, and disability leave
 
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need
 
 
 
 <ul>
 <li>
 High school diploma or GED required.
 </li>
 <li>
 2-4 years of experience in a technical support or help desk role, preferably in a corporate environment, or an equivalent combination of education and experience.
 </li>
 <li>
 Strong working knowledge of computer hardware, operating systems, and standard business applications.
 </li>
 <li>
 Experience with Microsoft Office 365, Active Directory, and Remote Desktop preferred.
 </li>
 <li>
 Experience with service desk/ticketing systems and mobile device support is a plus; ServiceNow experience is preferred.
 </li>
 <li>
 Familiarity with ITIL principles and service management best practices.
 </li>
 <li>
 Strong customer service, communication, and problem-solving skills.
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced support environment.
 
 
 
 </li>
 </ul>
 
 Our Promise to You
 
 
 
 At Atlas, we want you to grow your career - not just fill a role. We invest in our people through
 
 
 <ul>
 <li>
 Free online training via a modern learning and development platform
 </li>
 <li>
 A company-wide mentorship program
 </li>
 <li>
 Internal employee organizations
 </li>
 <li>
 Tuition reimbursement and continuous learning opportunities
 
 
 
 </li>
 </ul>
 
 Atlas Van Lines is an Equal Opportunity Employer, including Veterans and individuals with disabilities.
 
 
 
 
 Benefits may vary by position and/or office location.
 
 
 
 <ul>
 <li>
 The salary range shown is a good‑faith estimate of what we expect to offer for this role, with actual compensation determined by skills, experience, and job‑related factors.
 </li>
 </ul>
</div>

IT Service Desk Analyst II

MaineGeneral Health

<div><h2 class="jobSectionHeader">Job Description Summary:
</h2>MaineGeneral Health, a leading healthcare system, takes pride in a culture of excellence, compassion, and collaboration that extends to our patients and their families. We are committed to attracting talented, ambitious people who share our values and deliver outstanding customer service. We are excited to offer a per diem opportunity for a Service Desk Analyst I to join our team. In this role, you&rsquo;ll have a chance to build and hone your technical and communication skills while supporting our team&rsquo;s commitment to service excellence. 
 
This position is a great fit for someone looking to supplement their income, work while in school, or gain experience in healthcare IT with potential for future growth!<h2 class="jobSectionHeader">
Job Description:
</h2>Per Diem Service Desk Analyst I 
Location: Augusta&ndash; On-site position (NOT Remote)
Job Responsibilities:<ul><li>
Provide timely and professional assistance as the organization&rsquo;s first point of contact for technical support, handling calls and emails effectively.</li><li>
Troubleshoot technical issues, documenting user requests and contact information accurately and efficiently.</li><li>
Escalate complex requests that cannot be resolved immediately.</li><li>
Provide shift coverage as needed, including second shift, weekend, and holiday shifts.</li></ul>
The Ideal Candidate Will Have:<ul><li>
1+ years of experience in Healthcare IT, Customer Service in a Call Center, or IT Help Desk support (preferred).</li><li>
Strong customer service and phone communication skills.</li><li>
Ability to work well in a team environment and communicate effectively.</li><li>
Knowledge of Microsoft Windows OS and the Microsoft Office Suite.</li><li>
Proficiency in typing and multitasking.</li><li>
A positive attitude with a commitment to engaging clients and team members.</li></ul>
If you are passionate about providing excellent service and are ready to join a collaborative, service-driven environment, we want to hear from you!<h2 class="jobSectionHeader">
Scheduled Weekly Hours:
</h2>0<h2 class="jobSectionHeader">
Work Shift:
</h2><h2 class="jobSectionHeader">Job Exempt:
</h2>No<h2 class="jobSectionHeader">
Benefits:</h2>
Supporting all aspects of our employees&rsquo; wellness &ndash; physical, emotional and financial &ndash; is a critical component of being a great place to work. With the wide range of benefits and programs available, employees have the resources they need to be well at every stage of life and plan for the future.<h2 class="jobSectionHeader">
Physical Wellness:</h2>
We offer wellness programs and resources to provide employees access to resources for a healthy lifestyle.<h2 class="jobSectionHeader">
Emotional Wellness:</h2>
When life gets challenging, employees have access to our Employee Assistance Program for employees and anyone in their household.<h2 class="jobSectionHeader">
Financial Wellness:</h2><ul><li>
Access the wages you&rsquo;ve already earned before payday with Payactiv, giving you greater flexibility over your finances.</li><li>
We offer eligible employees up to 2% of eligible pay in 403(b) company-matching contributions plus another 2% in the 401(a) retirement income plan.</li></ul><h2 class="jobSectionHeader">
Career Mobility:</h2>
Helping our employees develop their skills and grow their careers is critical to how we retain our talent and sustain our business. We do this by offering our teammates a variety of leadership-supported programs and learning and development resources for every stage of their professional development. We know that our employees are our most valuable resource &ndash; they&rsquo;re how we grow our business and care for our community. 
Equal Opportunity Employer M/F/Vet/Disability Assistive technologies are available. Application assistance for those requesting reasonable accommodation to the career site is available by contacting HR at (207) 861-3440 .</div>

Service Desk Analyst I - Per Diem

K2 Services

<div>
 
 Service
 
 
 Desk Analyst (Remote - U.S.)
 
 
 
 Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!
 
 
 We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
 
 
 K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.
 
 
 Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.
 
 
 
 The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.
 
 
 
 
 This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.
 
 
 
 <ul>
 <li>
 We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred.
 </li>
 <li>
 Compensation starts between $36k-$39k annual with a 10% Shift Differential for weekends and evenings after 5pm.
 
 
 </li>
 </ul>
 The
 
 Service Desk Analyst
 
 provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.
 
 
 
 Essential Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
 </li>
 <li>
 Provide over-the-phone, email, and chat support.
 </li>
 <li>
 Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
 </li>
 <li>
 Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer&rsquo;s reported issue.
 </li>
 <li>
 Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
 </li>
 <li>
 Maintain a regular and reliable level of attendance.
 
 
 </li>
 </ul>
 
 Knowledge Skills And Abilities
 
 
 
 <ul>
 <li>
 High School Diploma or equivalent.
 </li>
 <li>
 Strong verbal, written, and typing skills.
 </li>
 <li>
 Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst&rsquo;s success.
 </li>
 <li>
 Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
 </li>
 <li>
 Ability to act independently and make decisions within the scope of the position&rsquo;s responsibilities.
 </li>
 <li>
 Always display the utmost professionalism with team members as well as end-users.
 </li>
 <li>
 Ability to function well in a high-paced and at times stressful environment.
 </li>
 <li>
 Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
 </li>
 <li>
 Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
 </li>
 <li>
 Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Prolonged periods of sitting at a desk and working on a computer
 
 
 Will require Intune &ldquo;Mobile Device Management&rdquo; software installed on a personal device(s)
 
 
 
 K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
 
 Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer &ndash; and celebrate our employees&rsquo; differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
 
 
 Opensity Solutions is an Equal Opportunity Employer.
 
 
 We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.
 
 
 Powered by JazzHR
</div>

Service Desk Analyst - Remote (After Hours)

Leidos

<div>Description
This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Senior Service Desk Analyst (Tier 1) to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.
In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement&mdash;helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.
This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.
Primary Responsibilities:<ul><li>
Serve as the first line of technical support for users, performing initial triage and resolving routine issues.</li><li>
Provide technical support for user issues including account access, system functionality, and platform services.</li><li>
Resolve Tier 1 and Tier 2 service desk tickets, including troubleshooting and issue diagnosis.</li><li>
Support intake, categorization, routing, and tracking of service desk requests across WDP environments.</li><li>
Troubleshoot issues related to user access, system performance, and platform tools.</li><li>
Coordinate escalation of complex issues to Tier 3 support and engineering teams.</li><li>
Ensure compliance with SLAs, KPPs, and service desk performance metrics.</li><li>
Support onboarding, account management, and access provisioning activities.</li><li>
Contribute to development and maintenance of knowledge base content, SOPs, and FAQs.</li><li>
Monitor service desk trends and identify opportunities for process improvement.</li><li>
Support automation and optimization of service desk workflows where applicable.</li><li>
Collaborate with engineering, data, and platform teams to support issue resolution and system improvements.</li><li>
Provide reporting on service desk activity, incidents, and performance metrics.</li><li>
Support automation of service desk processes, including use of AI-enabled tools and workflow automation.</li><li>
Provide reporting and analysis on service desk performance, incidents, and user trends.</li><li>
Support onboarding, access management, and troubleshooting for users across multiple security environments.</li></ul>
Basic Qualifications:<ul><li>
Active Secret Clearance.</li><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 8 + years of relevant experience OR Master&rsquo;s degree in a related field and 6 + years of relevant experience.</li><li>
At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:<ul><li>
Current DoD 8570/8140 baseline certification appropriate for Intermediate Technical Support Specialist roles (e.g., Security+, CySA+, or equivalent),</li><li>
Offerings listed in the DoD 8140 Training Repository,</li><li>
Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.</li></ul></li><li>
Experience providing technical support in enterprise environments.</li><li>
Experience supporting Tier 1 and Tier 2 service desk operations.</li><li>
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).</li><li>
Experience troubleshooting user access, system, and application issues.</li><li>
Strong problem-solving and communication skills.</li><li>
Familiarity with IT service management (ITSM) principles and practices.</li><li>
Excellent problem-solving and troubleshooting skills.</li><li>
Ability to work in a fast-paced, dynamic environment.</li><li>
Knowledge of DoD security policies and procedures.</li></ul>
Preferred Qualifications:<ul><li>
Active TS/SCI Clearance.</li><li>
Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.</li><li>
Experience supporting enterprise data, analytics, or AI platforms.</li><li>
Experience implementing service desk process improvements or automation.</li><li>
ITIL certification or equivalent service management certification.</li><li>
Experience with knowledge management systems and user support documentation.</li><li>
Experience operating within SAFe or Agile environments.</li><li>
Familiarity with cloud-based environments and security enclaves (IL2, IL5, IL6, JWICS).</li><li>
Experience implementing service desk automation, AI chatbots, or workflow optimization.</li><li>
Knowledge of data analytics and artificial intelligence applications in a user support context.</li></ul>
Clearance Required:<ul><li>
Must possess an active Secret clearance at time of consideration.</li></ul>
#ADVANA
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo &mdash; because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 &mdash; and moving faster than anyone else dares.<h2 class="jobSectionHeader">
Original Posting:</h2>
May 8, 2026 
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.<h2 class="jobSectionHeader"> 
Pay Range:</h2>
Pay Range $82,550.00 - $149,225.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
Securing Your Data
Beware of fake employment opportunities using Leidos&rsquo; name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system &ndash; never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.</div>

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