Tier II IT Service Desk Analyst in Reston, VA at Booz Allen Hamilton Inc.

Date Posted: 11/5/2018

Job Snapshot

Job Description

Job Number: R0041842

Tier II IT Service Desk Analyst

Key Role:

Join a dynamic team providing a variety of systems engineering, sustainment and maintenance, and information systems support to a National Capital Region DoD client. Work under minimal supervision and provide complex Tier II support to end-users for hardware and software. Interface with Tier III, including network operations, network engineering, systems engineering, and desktop engineering to escalate and resolve technical issues on the operational network environment. Create, maintain, and review comprehensive documentation for all troubleshooting procedures. Interact professionally with clients and exhibit expertise in customer service. Conduct other duties, as assigned.

Basic Qualifications:

​-3+ years of experience with IT or computer information systems  

-Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices

-Experience with Active Directory management

-Experience with the use of IT service management (ITSM) tools, including BMC Remedy or ServiceNow

-Knowledge of Microsoft Exchange Server
-Ability to image workstations using Microsoft SCCM

-Ability to work independently on projects and advanced or VIP tickets and multi-task in a fast paced environment
-Active TS/SCI clearance

-HS diploma or GED

-Active CompTIA Security+ CE or DoD 8570 IAT Level II Certification

Additional Qualifications:
-Experience with using Microsoft Office products

-Possession of excellent oral and written communication skills
-Possession of excellent interpersonal skills

-BA or BS degree in Information Systems

-ITIL v3 or ITIL Intermediate Certifications

Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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