Service Desk Analyst
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Before you apply
Salary$31 – $72k
LocationArlington, VA, Arlington, VA
Work modeon-site
Typefull-time
SeniorityMid
Experience3+ yrs
DepartmentGovernment IT Division
Company size201–500 people
PostedJul 13, 2026 · 3mo ago
Verified live2h ago
At a glanceSummarised by Seekless from the posting.
High school diploma or equivalent
IAT level II certification in ACTIVE status
3+ years experience as a service desk analyst with proven experience in ongoing support of client-specific application systems
Excellent communication skills, both verbal and written, to support incoming customer support calls and emails
Analytically inclined with attention to detail and accuracy
Ability to respond to last-minute requests
Exercise discretion and independent judgment when handling situational occurrences
Excellent multitasking and time management skills
Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment
DoD Secret clearance
Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing
Equal Employment Opportunity / Affirmative Action employer
About the company
MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
About the role
Service Desk AnalystLocation: On-site in Arlington, VA.
Clearance: DoD Secret
Pay Rate: $31.25 per hour during the initial six-month term. $72,000 annually upon conversion.
Skills:
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High school diploma or equivalent.
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At start date, must possess an IAT level II certification in ACTIVE status:
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CCNA Security
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CySA+
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GICSP
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GSEC
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Security+CE
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CND
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SSCP
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3+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
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Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
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The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
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Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
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Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
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Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
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Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
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Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
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Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
Responsibilities
Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:
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Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
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Perform in-person customer service and phone support service to 4,000 end-user community.
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Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
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Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
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Handle efficiently a high-volume ticket queue by supporting 50 – 100 tickets daily.
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Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
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Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
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Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
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Support focus teams or specialized projects to promote rapid improvement and turnaround.
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Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
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Operate a 24x7x365 Service Desk.
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Responsible for handling after-hours on-call support (when necessary).
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Other duties as assigned.
Legal
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.