Service Desk Analyst I

Job description

Job Description NetImpact Strategies has an opportunity for a Service Desk Analyst I to provide front-line IT support to a federal customer in a fast-paced, SLA-driven environment. This role serves as the first point of contact for all IT-related incidents and service requests, delivering high-quality customer service while troubleshooting hardware, software, and connectivity issues across a hybrid (on-premises and cloud) IT infrastructure. The Service Desk Analyst I is responsible for timely ticket triage, documentation, resolution, and escalation to ensure minimal disruption to mission operations; this position is hybrid in Arlington, VA. Responsibilities: - Serve as the first point of contact (Single Point of Contact) for IT incidents and service requests - Receive, log, and document tickets via phone, email, chat, walk-up, and voicemail channels - Classify and triage incidents and service requests within required timeframes - Troubleshoot and resolve common hardware, software, network, and mobile device issues - Provide remote and occasional onsite support to end users - Deliver professional, high-quality customer service to a diverse and geographically dispersed workforce - Pe...