Job Title: Service Desk Analyst Location: Arlington, VA Type: Direct Hire Compensation: 120k Contractor Work Model: Hybrid Security Clearance: Secret Service Desk Analyst Secret clearance Hybrid 2-3 days a week $120k Direct Hire A Service Desk Analyst (mid) provides Tier 1 customer support/service to all end users who utilize any of the tools or applications within the ADVANA platform. **NOTE: This is a shift position located in the National Capital Region (NCR) that requires the ability to report to a client site up to five days a week and the availability to potentially work evenings and/or weekends.** Key Role: Works independently, with some guidance, and applies industry knowledge to develop or contribute to solutions to varied problems of moderate scope and complexity. Communicates directly with a community of 100,000+ users, stakeholders, and clients to define and measure reported problems from creation through resolution. Executes routine requests as well as solves complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs). Duties include providing technical support and assistance, basic troubleshooting, diagnosing problems, recommending/implementing solutions, responding to user issues or concerns, escalating requests as needed, and operating as the primary point of contact between the user and platform teams. Applies ITSM principles, theories, and concepts to job assignments. Exhibits technical and operational proficiency solving problems of moderate complexity. Contributes to completion of projects and programs in area of expertise. Additional duties may include working on special projects or working groups. Basic Qualifications: 5+ years experience working in a Service Desk environment Experience in utilizing problem solving methodologies Ability to work independently and complete assigned tasks with minimal supervision Ability to communicate with clients via chat, email, and Jira Service Desk, including both technical and non-technical communication Bachelor's degree Additional Qualifications: Experience with Jira, including Jira Service Management or Desk Experience with Active Directory, MS Office, SharePoint, and Confluence Ability to solve complex and abstract problems System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law. #M2 #LI-CS1 #DI-CS1 Ref: #850-Rockville (ALTA IT) System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.