Service Desk Analyst - Senior (Information Technology)

Overview:

iTech AG is actively recruiting for a Service Desk Analyst to support the Environmental Protection Agency's (EPA) Enterprise Support Services & Endpoint Technology (ESSET) program.

Responsibilities:

• Provide Tier 1 service desk support as part of the EPA EISD for moderately complex issues, how-to requests, and incidents
• Process assigned service requests via the Government designated incident reporting system or by telephone, walk-in, or email
• Open incidents on behalf of the customer, for metrics
• Strive for first-call resolution; if beyond the capabilities of the service desk, elevate and assign the work request to the appropriate Tier 2 or Tier 3 work center for resolution
• Help adapt and improve EISD offerings and move to a more proactive environment
• Fulfill user request, resolves service failures, performs routine operational maintenance, performs administrative tasks, and addresses/fixes problems and incidents
• Provide total ticket ownership for assigned tickets
• Other duties as assigned

Qualifications:

• Excellent interpersonal and problem-solving skills
• Ability to drive the problem-resolution process from start to finish
• Ability to express ideas, processes, and updates clearly and logically – both verbally and in writing
• Ability to provide excellent written and oral communications by email, presentation, and mobile communication platforms

Education, Certifications, and Work Experience:

• High school education
• Minimum 4 years of experience working in a Service Desk/Desktop Support position

Security Clearance:

• Active Public Trust or the ability to obtain a Public Trust
• Pursuant to government contract, US Citizenship is required

Equal Opportunity Employer, including disability and veterans.