Service Desk Analyst - 3062

MSI is seeking a Service Desk Analyst to support our government client in Rockville, MD. 

Essential Duties:

  • Troubleshoot technical issues via phone attempt first call resolution
  • Escalate tickets as needed to supervisor or appropriate team
  • Create, categorize, and dispatch tickets to appropriate team using the Heat ticketing system
  • Document new service desk  processes or procedures
  • Create and maintain service desk SOP documentation
  • The candidate would be part of team of help desk analysts who would answer phone calls and tickets for IT assistance for 4,000 customers in both Windows and Mac environment.
  • Provide technical assistance and support for incoming incidents/service request and issues related to computer systems, software, and hardware over the phone (as needed)
  • Respond to email messages and voicemail messages for customers seeking help.
  • Create, categorize, and dispatch tickets to appropriate team using the ticketing system.

  • Follow service desk processes and standards.
  • Work with technical support staff to document processes and procedures.
  • Assist with maintaining and updating the IT Knowledgebase.


  • Candidate must be able to be proactive in identifying potential issues and bringing those to management.

Required Qualifications:

  • 1-2 years customer service support experience
  • 1-2 years’ Service Desk | Help Desk experience
  • Good communication skills both verbal and written
  • Some IT experience.
  • Desire to learn new technologies.


    Desired Qualifications:

  • Knowledgeable of ITSM and ITIL processes (Incident Management, Knowledge Management, Service Request; etc.)
  • Both Windows and Mac experience is preferable.
  • Experience in some sort of ticketing system.


MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.