Service Desk Analyst

GovCIO is currently hiring for a Service Desk Analyst to support our newly awarded DFC program .  This position will be located in Washington, DC and will be a fully onsite opportunity. 

• Provide expert technical support across a complex enterprise IT operating environment, ensuring reliable performance of critical systems and services.
• Support hybrid infrastructures, including both on‑premises and cloud‑based environments, with a strong understanding of associated tools, configurations, and operational practices.
• Administer and troubleshoot Microsoft Windows and Linux systems, performing updates, maintenance, and issue resolution to ensure system integrity and availability.
• Collaborate closely with end users, network operations teams, and system administration SMEs to triage, diagnose, and resolve IT issues in alignment with ITSM lifecycle processes.
• Execute workstation and laptop updates, imaging, configuration, and lifecycle maintenance in compliance with established customer ITSM policies.
• Support Identity and Access Management (IAM) through multifactor authentication (MFA) technologies, ensuring secure access across enterprise IT and business applications.
• Deliver high‑quality customer service and technical communication, effectively managing service requests from users at all levels, including VIP and executive personnel.
• Maintain strong documentation, follow established procedures, and uphold security, compliance, and operational standards across all support activities.
• Participate in continuous improvement efforts by identifying recurring issues, recommending solutions, and contributing to knowledge base and SOP updates.

High School Diploma with 6 - 9 years (or commensurate experience)

Required Skills and Experience

• Experienced and highly skilled IT support professional with demonstrated skills in supporting the customer's complex enterprise IT operating environment 
• Experience in supporting hybrid on-prem and cloud environments.
• Experience with Multifactor Authentication (MFA) technologies and tools to support Identity and Access Management across a suite of IT and business applications
• High degree of collaboration and communication skills to effectively handle IT service requests from all levels of users up-to VIP and executive level agency personnel
  

Clearance Level: Must be able to attain and maintain DFC Public Trust