Service Desk Analyst

RGS 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.
Responsibilities:
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 daily
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 mobile computing device accounts for the agency
Trouble shoot Blackberry to include resetting passwords, restoring connectivity, activating accounts, resetting voicemails, etc.
Train users on operation of mobile computing devices
Travel to various locations within the United States supporting customer IT needs at conference(s)
Assist management with any additional related duties, as assigned
Required Skills:
Two years of professional experience in Help/Service Desk Support Operations
Self-motivated and self-monitoring
Exceptional oral and written communications
Intense focus on customer service
Up-to-date education and awareness of emerging IT technologies and their benefits to the customer
Desired Skills:
MS Office power user
Experience with EMC Documentum
Familiarity with Remedy trouble ticketing system for trouble ticketing, asset management, configuration management, and user knowledge base articles
Education:
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
Certifications:
Security+ certification is required
ITIL v3 certification
Clearance:
DoD Top Secret/SCI Security Clearance is required
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