1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
Service Desk Analyst - EL-10778
(This job is no longer available)
GTN Technical Staffing | Hyattsville, MD
Grad Date

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Job Description

Service Desk Analyst


Location: Hyattsville, MD (DC Metro)
Position Type: Direct-Hire
Hourly/Salary: BOE


GTN Technical Staffing is currently seeking a Service Desk Analyst for a Direct-Hire in Washington DC (Hyattsville, MD). The Service Desk Analyst will field all incoming IT service requests and provide timely responses within established SLA's. There will be on-call responsibilities, rotating one week per month.

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging, and managing calls from internal staff via telephone and email
  • Maintaining the Asset Database and track changes
  • 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Push to Talk phones, Laptops, PCs and Printers, and VOIP phones
  • Escalate unresolved calls to the second level support team
  • Log all calls in the Service Desk Call Logging system (ServiceNow)
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic support in MS Office applications used within the Operations Control Center (Word, Excel, Outlook, PowerPoint)
  • Citrix account management including user session management (Basic)
  • Provide access training and support for Citrix delivered applications.
  • Provide stats for the weekly Service Desk reports and on call trends
  • Publishing support documentation to assist staff with requests for information
  • Active Directory knowledge - creating user accounts/reset passwords/create groups (Basic)
  • Push to Talk Mobile phone management and provision
  • To arrange for external technical support with application vendors (WebEx, etc.)


2+ years of experience in the following skill sets

  • Excellent verbal/written communication/organizational skills
  • IT Service Desk or Call Center experience required
  • Incident Management experience - Managing incidents including business expectations and communication
  • ServiceNow experience (logging tickets)
  • Desktop Support - PCs/Laptops/Printers/VOIP phones
  • Basic User and Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7
  • Must be able to follow documented Service Desk policies and procedures
  • Will participate in after-hours 1st level support on-call rotation schedule

PREFERRED (but not required)

  • ITIL Foundations certification
  • MCP certification
  • A+ certifications


Applicants must be eligible to work in the specified location

About GTN Technical Staffing

GTN Technical Staffing maintains a core team of project and technical leaders that oversee the delivery of high quality solutions. Our consultants include PMI certified project managers, legacy and web application developers, database architects, business analysts, technical architects, security specialists, systems administrators, training and documentation specialists, and more. GTN Technical Staffing has a global presence, with a proven ability to source and hire consultants for IT jobs internationally in such diverse countries as Canada, United Kingdom, Australia, Singapore, Germany, and more. Are you interested in a recruiting career? If so take a look at some of the characteristics of a successful recruiter, and contact us if you think you are a fit.