Service Desk Analyst II (Washington)

Service Desk Analyst

Location : Onsite in Arlington, VA. Schedule : Several shift types available, the center is open 24 / 7. We are mainly looking for overnight or weekend shifts (training schedule will differ). This position will support a Government agency that requires US Citizenship.

Datawiz Corporation, a minority-owned Virginia based business incorporated in 1999. Datawiz is appraised at CMMI Level III for DEV & SVS by CMMI Institute a subsidiary of ISACA. Datawiz also achieved ISO 9001 : 2015, ISO 27001 : 2013, and ISO 20000-1 : 2011 certifications. With strong qualifications in Building, Securing and Managing IT infrastructure for Public and Commercial Sectors. Datawiz holds a strong position and reputation providing support to various federal agencies to meet their small-business utilization requirements with high caliber products and services offerings, for their critical business processes. Through our proven project management and cost engineering methodology services, we ensure that our clients get maximum return on their investment by managing systems to meet their current and future needs.

Datawiz has a current opening for a Service Desk Analyst to support their Federal Government client on a full-time, long term contract. In this role, the Service Desk Analyst provides priority based categorization to track the progress of all incidents and restore degraded or disrupted services as quickly as possible. Responsibilities include :

• Answer Help Desk phones and provide support to users on a variety of issues.
• Responds to telephone calls, email and personnel requests for technical support.
• Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs).
• Identify, research, and resolve technical problems.
• Possess strong customer service and communications skills.
• Analyze, evaluate, and test software and hardware problems.
• Handle heavy call volume.

Required : Minimum of 4 year(s) of experience working directly with customers and IT experience. Candidates with experience using ServiceNow ticketing systems OR 12 months experience of similar ticketing system. General knowledge and troubleshooting experience in Hardware, Wireless Network, and Mobile devices. Professional verbal and written communication skills with the ability to clearly articulate thoughts and ideas. Organizational skills with the ability to handle multiple tasks and projects at one time. Candidates must be in good financial standing. This includes no bankruptcies, car repossesions, poor credit score, or in debt collection with no payment plan.

This position supports a federal government agency that requires US Citizenship and Background Investigation. The candidate must be able to clear the Background Investigation in order to commence work.

Datawiz offers the following Benefits : Medical, Dental, Vision, Flexible Spending Account, Health Savings Account, Life and AD&D, Short-Term Disability, Long-Term Disability, 401(k), Tuition Assistance, Paid Time Off.

Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.