Mid-Level Service Desk Analyst, Technician

About […] […] is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, […] supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, […] is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

Learn more at [link] About the Opportunity […], LLC is seeking a Mid-level Service Desk Analyst, Technician to join us. Duties and

Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat. Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently. Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.

Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes. Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience. Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.

Support ITSD knowledge database updates to improve self-service and technician referen