Service Desk Analyst

Job ID
Information Technology
Clearance Level


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.


  • 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 on a daily basis
  • 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 Blackberry accounts for the agency
  • Trouble shoot Blackberry to include resetting passwords, restoring connectivity, activating accounts, resetting voicemails, etc.
  • Train users on operation of the Blackberry
  • Travel to various locations within the United States supporting customer IT needs at conference
  • Availability to work hours between 07:30AM-4:30PM
  • Assist Service Desk Analyst with any additional related duties, as assigned


Required Skills:


· 3-5 years of professional experience in Help/Service Desk Support Operations is required

· Self-Motivated and Self-Monitoring

· Exceptional Oral and Written Communications

· Outstanding Customer Service skills




· This position requires a high school diploma from an accredited institution as well as a minimum of 3-5 years of professional experience in Help/Service Desk Support Operations



· Current Security+ CE certification is required



· DOD Secret Clearance


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