Service Desk Specialist

• Strive for Greatness 
• Do the Right Thing 
• Foster Teamwork 
• Respect Each Other 
• Grow Together 

We are looking for a Service Desk Analyst II to support a federal client by delivering high-quality IT service desk support, accurate ticket management, and continuous process improvement.

The expected salary range for this position is $70,000 to $80,000 per year based on factors such as experience, skills, qualifications, and internal equity. Final compensation will be determined during the hiring process

Key Responsibilities:

• Drive the quality and integrity of IT service delivery through strategic analysis, reporting, and proactive process improvement across Service Desk operations
• Monitor customer satisfaction survey results for compliance with PRS standards, conduct deep dives into low-scoring feedback, identify root causes, and implement corrective actions
• Apply After Action Report (AAR) policies to address performance infractions and ensure continuous service improvement
• Lead quality assurance efforts for Service Desk Tier 0 and Tier 1 operations, including developing ticket quality standards and training staff on documentation best practices
• Proactively monitor Service Desk queues for critical incidents and ensure accurate, complete documentation aligned with Knowledge Base Articles (KBAs)
• Provide oversight and quality review support for Tier 2 operations, ensuring incident management and problem records are properly related and documented
• Perform proactive monitoring of Automated Call Distribution (ACD), incident activity, and service queues to identify systemic issues impacting service delivery
• Integrate call and performance data into wallboards to provide real-time visibility into Service Desk volumes and operational performance
• Ensure effective coordination and hand-offs during major incidents, including adherence to escalation procedures, communication timelines, and status update requirements
• Conduct ongoing reviews of the knowledge base to ensure articles remain current, relevant, and meet quality assurance standards
• Lead investigations, diagnosis, and documentation of recurring problems; maintain known error knowledge bases and deliver trend analysis for process improvement
• Promote effective two-way communication to prevent future outages and ensure Service Requests (SRs) are properly documented
• Collaborate across teams with strong analytical skills and attention to detail to support continuous service improvement initiatives.

Requirements:

• US Citizen; Able to obtain public trust clearance
• Experience working in a Service Desk or ITSM support role.
• Familiarity with ServiceNow ITSM or a comparable ITSM platform.
• Basic understanding of ITSM processes (e.g., Incident, Request, Change).
• Ability to follow established procedures and work within approved change and approval processes.
• Strong written communication skills and attention to detail.
• Experience using Microsoft Excel and Microsoft 365 tools.
• ITIL Foundation certification or coursework.

Preferred Experience:

• ServiceNow Certified System Administrator (CSA) – entry level or in progress.
• Experience supporting Service Desk operations in a federal or regulated environment

• 15 PTO days
• 11 paid holidays
• Medical Insurance
• Dental Insurance 
• Vision Insurance 
• Short Term and Long Term Disability coverage with 100% premium support
• 401k Program with Bravium matching 100% of up to 4% of salary
• Training Program
• Employee Assistance Program
• Maternity Leave
• Paternity Leave
• Annual performance bonuses
• Referral bonus
• Flexible work arrangements
• Access to robust training and professional development program
• Employee Assistance Program (EAP) for mental health and wellness support