Overview:
JOB TITLE: Service Desk Analyst (Junior)
GOVERNMENT AGENCY: Federal Bureau of Investigation (FBI)
POSITION INFORMATION: Full-Time Position
LOCATION: Quantico, VA
POSITION TIMING: TBD; pending contract award
BENEFITS: Health, Dental and Vision, 401(k), Flexible Spending Account (FSA), 11 Paid Federal Holidays, PTO, education reimbursement
ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government to include the Federal law enforcement community. ITC’s mission is to apply our decades of experience and expertise in information technology and emerging technologies in partnership with our federal customers to help achieve their mission.
ITC Federal is seeking a motivated, career and customer-oriented Junior Service Desk Analyst to join our team in Quantico, VA. This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US government.
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ITC, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Responsibilities:
- Monitor and answer service desk calls and emails to assist customers requiring technical support; Handle calls, emails, and tickets assigned prior to escalating to other teams or leadership
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Add detailed work notes to all assigned tickets until resolved or escalated to another team; Provide status updates when requested
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Move, setup, and/or install IT hardware for customers
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Troubleshoot and repair/resolve various issues/requests for peripheral devices
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Install, troubleshoot and resolve software issues/requests and provide desk-side end user support when necessary
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Update and document inventory changes when necessary
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Complete other duties as assigned
Qualifications:
REQUIRED:
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Active Top-Secret security clearance
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A minimum of 1 year of professional experience in Information Technology or a directly related field, preferred
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Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person
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Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
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Experience working with a trouble ticket management system; Jira preferred
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Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
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Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment
PREFERRED QUALIFICATIONS:
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Bachelor’s degree from an accredited university
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One or more IT certifications such as A+, Security+, Network+, or ITIL
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Experience supporting federal law enforcement customers, preferably FBI.
WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.
ITC Federal is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.
