Service Desk Officer

Description of Task to be Performed:

AnaVation is seeking an experienced cyber professional to join our team and support our mission critical customer in Reston, VA. As a Service Desk Officer, you will serve as the primary contact point for users experiencing technical issues or system requests. You will log, diagnose, and resolve hardware, software, and network problems, while escalating complex issues to specialized teams.

Duties include but are not limited to:

• The Service Desk Officer is a Systems Operations Center Administrator position.
• Work is technical in nature providing Tier 1 Service Desk support for ATIP customers from telephone, email and ticketing system requests in support of a customer's mission-oriented IT infrastructure.
• The Service Desk Officer monitors Network and Server Infrastructure, performs initial troubleshooting on LAN & WAN data telecommunications equipment plus the supporting applications and services.
• This requires Tier 1 troubleshooting and problem solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools.
• Candidate will serve as liaison between the end users / customers and senior technical staff if problems are escalated.
• The Service Desk Officer processes routine customer work orders such as enabling network ports, managing software licenses, and adding system accounts.

Required Qualifications:

• Clearance: Active TS/SCI Clearance with CI Polygraph
• Education & Years of Experience: HS with 4 years of experience related to specific functional area (Education requirements are flexible depending on experience.)
• Certifications: Hold or attain a CySA+ or equivalent IAT Level II certification.
• Experience and knowledge on:
• Excellent verbal (Phone customer interaction skills) and written communication skills.
• Experience with general information technology.
• Willingness to work in Northern Virginia (Reston)
• Ability to work both as part of a team and independently.

Preferred Qualifications:

• Experience with WAN / LAN / Networking Technologies.
• Experience with MS Windows, Linux Administration.
• Experience with LAN Cabling (CAT5, Fiber, Ethernet etc.)
• Experience using SolarWinds or other IT Management system
• Experience using ServiceNow or other ticket-tracking system