• Service Desk Analyst

    Job Locations US-VA-Arlington
    Job ID
    Information Technology
    Clearance Level
  • Overview

    USfalcon, Inc., is seeking a Service Desk Analyst to support the Defense Prisoner of War/Missing in Action Accounting Agency (DPAA) Network Integration Program by providing customer service and Information Technology (IT) support to the DPAA staff and system users.





    • Troubleshoot and resolve Windows systems and server configuration and integration errors and issues
    • Provide technical and software support to customers across DPAA
    • Install and troubleshoot system-wide software throughout DPAA
    • Create, assign, and resolve Track-IT incident tickets on a daily basis
    • Support weekly and monthly reporting on tickets and resolutions; develop new SOPs, solutions articles and call scripts as required
    • Create customer service accounts in Active Directory and Active Roles and Services
    • Resolve systems issues through remote access
    • Provide technical assistance and training to customers
    • Troubleshoot and resolve TCP/IP networking issues within the agency
    • Set up scanning capabilities for customers on various printer and scanner devices agency-wide
    • Deploy and support telephone and voicemail service for DPAA
    • Manage laptops and desktops for the organization
      • Ensure laptops maintain latest anti-virus, encryption and windows software
      • Schedule updates with customer to ensure laptops are returned in a timely manner to guarantee positive connectivity and prevent data loss
    • Support Blackberry accounts for the agency
      • Trouble shoot Blackberry to include resetting passwords, restoring connectivity, activating accounts, resetting voicemails, etc.
      • Train users on operation of the Blackberry
    • Travel to various locations within the United States supporting customer IT needs at conference
    • Assist Service Desk Analyst with any additional related duties, as assigned



    Required Skills:

    • Two years of professional experience in Help/Service Desk Support Operations is required
    • Self-Motivated and Self-Monitoring
    • Exceptional Oral and Written Communications
    • Customer Service skills


    • This position requires a high school diploma from an accredited institution as well as a minimum of two years of professional experience in Help/Service Desk Support Operations


    • Security+ certification is required
    • ITIL v3 certification


    • DOD Top Secret/SCI Security Clearance


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