Service Desk Analyst

Location: Annapolis Junction

Location: Annapolis Junction, MD
Clearance Required: TS/SCI with Poly
Telework: No

We are seeking a Service Desk Analyst to provide responsive support, resolve issues, and ensure smooth IT operations. This role is customer-facing, requiring strong communication skills and the ability to troubleshoot complex technical issues.

Responsibilities

• Act as first-line support for incoming technical requests and incidents.
• Troubleshoot and resolve issues across multiple systems and applications.
• Escalate incidents when necessary and ensure timely resolution.
• Manage tickets using Jira and document resolutions.
• Maintain up-to-date technical knowledge to improve resolution times.
• Collaborate with team members, administrators, and specialists to address complex issues.

Qualifications

• With Technical BS: 1+ years of experience
• Strong problem-solving, communication, and incident management skills.
• Familiarity with ITSM tools and user support best practices.

Benefits

• 100% employer-paid medical and dental insurance for employees
• 401(k) contributions with up to 10% match and 3% safe harbor
• 4 weeks annual leave, 11 federal holidays, and an additional day each year of employment
• Fully paid maternity leave and 2 weeks paid parental leave
• Up to $5,250/year in tuition reimbursement or $5,000/year for conferences, training, or self-study
• 8 hours of paid volunteer time annually
• Flexible schedules and some remote opportunities
• $500/year for gym memberships, exercise gear, or wellness programs

Interested candidates should submit a current resume and any relevant certifications.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law.