Service Desk Support Analyst

Description

The company works with the US federal government to strengthen national security and improve life for people. It has more than 13,000 people serving defense, national security, public safety, civilian, and military health clients.

The company is a technology firm within a larger global organization. It has been named a Glassdoor Top 100 Best Place to Work and offers a collaborative team where people can grow through hands-on work, certifications, and industry training.

The role supports federal missions and helps the government drive lasting change.

Responsibilities

• Lead triage, root cause analysis, and resolution of escalated service desk issues.
• Serve as the main escalation contact for complex client problems, keeping work professional and fixes timely.
• Check that core school partner processing platforms and data engines function correctly.
• Investigate and fix complex anomalies and operational problems across several platform components.
• Build recurring reports and detailed ad hoc analyses using SQL, Splunk, CloudWatch, and Advanced Excel.
• Carry out data validation and financial reconciliation across internal and external system interfaces.
• Support pre-production and production verification scripts, deployment checks, change impact assessments, and release readiness reviews.
• Help shape business processes and workflows, and build synthetic monitoring, alerts, and dashboards.
• Work with technical and cross-functional teams so service transitions and deployments run smoothly.
• Mentor junior staff and run small projects or independent workstreams.

Requirements

• Required: Be a U.S. citizen able to obtain a Public Trust clearance.
• Required: Have experience in service desk support, system operations, or application support.
• Required: Solve complex technical problems with strong analytical and troubleshooting skills.
• Required: Use SQL, Splunk, CloudWatch, and advanced Excel functions for system analysis and reporting.
• Required: Have hands-on experience with system verifications, data validations, and reconciliation processes.
• Required: Understand ITIL or another service management framework.
• Required: Lead incident triage and root cause analysis.
• Required: Communicate clearly when handling client escalations and coordinating across teams.
• Required: Manage small projects or autonomous work while mentoring junior staff.
• Preferred: Experience supporting eligibility processing, financial reconciliation systems, or other data-driven platforms.
• Preferred: Background in service transition, deployment readiness, and change impact analysis.
• Preferred: Experience building synthetic monitoring, including dashboards and custom alerts.
• Preferred: Exposure to designing or improving business processes and operational workflows.
• Preferred: Experience in multi-system data interface or regulated operational environments.
• Preferred: Familiarity with scripting or automation for verification and monitoring.

Conditions

Base pay for this role in California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is $65,900 - $120,000 USD, shared as local law requires.

Actual pay depends on office location, role, skill set, and experience.

Applications are accepted on an ongoing basis with no fixed deadline.

The company is committed to a culture where everyone is respected, belongs, and has equal opportunity.

Benefits

• A wide range of benefits is offered.
• Hands-on experience, certifications, and industry training support professional growth.