Service Desk Analyst

Vista Global Solutions, LLC (VGS) is seeking a Service Desk Analyst. The ideal candidate must be able to perform the tasks listed below (but are not limited to the tasks listed below). 

Job Requirements

The Contractor must provide support and perform the following duties:

• Tier II support to end-users for hardware and software applications. Handle technical issues that the Tier I help desk support is unable to resolve.
• Problem Management duties identifying multiple incidents or major service disruptions impacting end users, conducting root cause analysis and making recommendations for problem prevention.
• Collaborate with network services, application systems development, server operations or cyber security personnel to identify technical issues and to restore service.
• Participate in major incident review meetings as scheduled in response to major incident troubleshooting and resolution.
• Ensure problem tickets are moving through the process efficiently and being resolved in a timely fashion.
• Lead troubleshooting efforts for complex desktop support issues documenting details in the ServiceNow ticketing system.
• Create technical knowledge articles addressing complex support issues and resolutions.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Provide technical training and guidance to Service Desk technicians providing Tier 1 support.
• Coordinate for Tier III support as necessary.
• The primary location for on-site services includes Bethesda, Maryland including local area satellite sites, San Antonio, Texas and San Diego, California. The senior technician shall travel to local satellite sites if touch support is required. Travel to sites outside of Bethesda, Maryland may be required for system deployment purposes. Telework is permitted on a case-by-case basis. 

Qualifications

• Years of experience required: 3 Years Preferred
• Education requirements: None
• Certifications required: Sec+ Required, OS cert required
• Clearance required: Secret

Vista Global Solutions, LLC (VGS) offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement. 

VGS is an Equal Opportunity Employer. Employment decisions are made without regard to any protected category. Hiring preference will be given to BBNC shareholders, their spouses and descendants and Alaska Natives in accordance with Public Law 93-638.