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Service Desk Analyst in McLean, VA at Booz Allen Hamilton Inc.

Date Posted: 3/18/2019

Job Snapshot

Job Description

Job Number: R0046483

Service Desk Analyst

Key Role:

Support a continuous diagnostics and mitigation (CDM) program across multiple agencies by acting as the first point of contact for all CDM communications. Use ITIL methodologies, including incident, problem, knowledge, and change management and use ServiceNow to record, monitor, and track all communications sent to the CDM Help Desk. Provide daily, weekly, and monthly metrics through ServiceNow to identify and improve service level performance, as needed.

Basic Qualifications:
-1+ years of experience with IT in a professional work environment

-Experience with Microsoft Office 365
-Ability to be flexible and work between 8am-6pm EST to cover the support hours of the CDM Service Desk

-Ability to use professional e-mail and phone ettiquette

-Ability to obtain a security clearance

-HS diploma or GED
 

Additional Qualifications:

-1+ years of experience with ServiceNow or an equivalent ticketing system

-Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems

-BA or BS degree
 

Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status—to fearlessly drive change.

CDM, SIG2017

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