Serve as the primary point of contact (Tier 1) for user support requests across WDP environments.
Receive, log, categorize, and track service desk tickets using approved ticketing systems.
Provide basic technical support for user issues including account access, password resets, and system navigation.
Troubleshoot routine issues related to user access, tools, and platform functionality.
Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams.
Support onboarding activities including account creation, access provisioning, and user setup.
Maintain accurate records of service requests, actions taken, and resolution status.
Assist in maintaining and utilizing knowledge base content, SOPs, and FAQs to support users.
Monitor ticket queues and ensure timely response and resolution in accordance with SLAs.
Communicate with users to provide status updates and ensure customer satisfaction.
Support identification of recurring issues and contribute to process improvement efforts.

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 4 years of relevant experience OR Master’s degree in a related field and 2 years of relevant experience.
Current DoD 8570/8140 baseline certification appropriate for Basic Technical Support Specialist roles (e.g., Security+, Network+, A+, or equivalent )
Experience providing technical support or service desk operations in enterprise environments.
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).
Experience troubleshooting basic user access and system issues.
Strong communication and customer service skills.
Excellent problem-solving and troubleshooting skills.
Ability to manage multiple tasks and prioritize effectively.

Journeyman Service Desk Analyst – Tier 1

Key skills