Junior Service Desk Analyst (Must Have Active Secret Clearance)

SAVA Workforce Solutions, an Akima Company, delivers enterprise IT and mission support solutions to the federal government, serving the federal civilian, defense, law enforcement and intelligence communities. SAVA helps our customers strengthen national security, improve communications and collaboration and secure the integrity of their data, information systems and networks. Our personnel enjoy competitive benefits packages and challenging roles in work environments committed to innovation, diversity and opportunity for career growth. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our 14,300 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.
SAVA is in search of a burgeoning IT professional to join our Tier I service desk team as a Junior Service Desk Analyst in Sterling, VA. The DEA Service Desk Analysts are tasked with providing desk side and remote support to technical incident and service requests for the DEA and their IT enterprise. The Service Desk Anaylst performs Tier I troubleshooting and resolution for all system users. The analyst will respond to incoming emails, tickets, and phone calls from the customer, update statuses within Microsoft Service Manager or ServiceNow, and escalate concerns than cannot be readily resolved to the appropriate individuals for action. The service desk analyst will also contribute to the existing body of knowledge and assist in the publication of articles to aid in Tier 0 resolution.
Responsibilities:

• Provide Tier 1 phone support and troubleshooting in compliance with established policies / procedures
• Provide supplemental hands-on desk-side support when required
• Must show patience and maintain a customer-friendly attitude when working with users and co-workers alike
• Meet contractual Service Level Agreements (SLAs) in regards to speed to answer, first call resolution, abandonment rate, and customer satisfaction
• Assist with maintaining / updating support documentation
• Create, update, and track service requests / incidents within ticketing system

QualificationsMinimum Qualifications:

• Bachelor's degree with zero (0) to two (2) years of relevant IT experience, or Associate's degree with at least two (2) years of experience, or at least four (4) years of experience in lieu of degree
• Must have an active ITIL certification, or be able to obtain certification within 3 months of hire date (version 3 or later)
• Must have an active, Secret security clearance
• Must be willing and able to obtain a DEA Suitability clearance prior to start
• Strong communication and customer service skills
• Experience supporting Microsoft Windows environments and Microsoft software
• Experience troubleshooting and resolving Tier 1 hardware and software problems

Desired Qualifications:

• An active DEA Suitability clearanace is highly desired.
• Active DoD-issued Secret clearance, or higher, strongly preferred.
• An active DoDD 8140 compliant IAT Level I certification (A+ CE, CCNA Security, Network+ CE), or higher highly desired

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

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In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Shift: Day Job Primary Location: US-VA-Sterling Organization: SAVA Job: Information Technology Closing Date (Period for Applying) - External: Ongoing Travel: Yes, 25 % of the Time Clearance Level: SECRET