Service Desk Analyst

Job Locations US-GA-Fort Gordon
Job Post Information* : Posted Date 1 year ago(11/3/2020 10:10 AM)
Information Technology
Location : Location
US-GA-Fort Gordon
Clearance Requirement
Top Secret/SCI
Job Requires Relocation


SOSi is currently seeking a Service Desk Analyst to join our team in Fort Gordon, GA. The position will provide cutting edge support to the U.S. Army Cyber Command.


  • Provide customer support for IT assets and perform initial troubleshooting of all user issues.
  • Receive, log, resolve, monitor, and escalate tickets received by phone call, email, and ticket transfer.
  • Work with Systems Administrators, Operations staff, and customers to resolve tickets/incidents after escalation.
  • Monitor enterprise management tools, such as SCOM, to provide situational awareness and trend analysis on system performance and degradation.
  • Write initial Service Desk documentation and provide updates as issues are identified or resolved.
  • Rotating shiftwork required with additional pay for 2nd and 3rd shifts.
    • 8:00am – 4:00pm
    • 4:00pm – 12:00am
    • 12:00am – 8:00am


  • 2+ years working in an IT environment.
  • In-scope DoD TS/SCI clearance.
  • DoD 8570 IAT II Certification such as Security+ or equivalent.
  • Excellent oral and written communication skills.
  • Understanding of Microsoft SCOM.
  • Knowledge of event management features.
  • Basic knowledge of Dell networking appliances.
  • Basic knowledge of Cisco Security appliances.

Preferred Qualifications

  • TS/SCI clearance with CI polygraph.
  • ITIL foundations certification.
  • Experience with Active Directory.
  • Experience providing support to cloud or virtualized server environments.

Working Conditions

  • Working conditions are normal for an office environment.
  • Fast paced, deadline-oriented environment.
  • After hours on-call support may be required.


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