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NANA Service Desk (Must be able to obtain a Secret clearance) in Sterling, Virginia

Service Desk (Must be able to obtain a Secret clearance)


SAVA Workforce Solutions, an Akima Company, delivers enterprise IT and mission support solutions to thefederal government, serving the federal civilian, defense, law enforcement andintelligence communities. SAVA helps our customers strengthen nationalsecurity, improve communications and collaboration and secure the integrity oftheir data, information systems and networks. Our personnel enjoy competitivebenefits packages and challenging roles in work environments committed toinnovation, diversity and opportunity for career growth. As an Alaska NativeCorporation (ANC), 100% of our company’s profits go back to our 14,300 Iñupiatshareholders that have resided near and above the Arctic Circle for more than10,000 years. Our business helps support their way of life and contributes tothe survival of a culture that has thrived in a challenging environment.

Job Summary:

SAVA is looking to hire a Service Desk Analyst to support large, complex operational environments for one of our valuable customers, a reputed Federal Agency in Sterling. This position requires the ability to quickly and efficiently complete daily IT phone support, issue ticket resolution, and maintenance activities, and assisting System and Network Administrators troubleshoot, identify, and resolve technical issues.


  • General day to day Service Desk operations; courteous and professional interaction with government, contract users, systems administrators, and Network Operations Center watch standers to notify, collect, and resolve technical issues within the Enterprise IT environment.

  • Provide Tier 1 phone support and troubleshooting in compliance with established policies / procedures

  • Provide supplemental hands-on desk-side support when required

  • Must show patience and maintain a customer-friendly attitude when working with users and co-workers alike

  • Meet contractual Service Level Agreements (SLAs) in regards to speed to answer, first call resolution, abandonment rate, and customer satisfaction

  • Create, update, and track service requests / incidents within ticketing system

  • Assist with maintaining / updating support documentation

  • Installation of approved equipment and software

  • Installation software patches, updates, and upgrades, including remote serving of workstations

  • Troubleshoot software, hardware, and network equipment


Minimum Qualifications:

  • US Citizenship

  • Must have, or be able to obtain, a DoD Secret Clearance

  • 1-2 years relevant IT work experience or equivalent education/technical training

  • Ability to obtain and pass a DEA Suitability Clearance

  • Effective time management skills with respect to deadlines, priority changes, and interruptions

  • Experience supporting Microsoft Windows environments; proficient in the use of the Microsoft Office Suite, with advanced understanding of Excel and Access

  • Experience troubleshooting and resolving Tier 1 hardware and software problems

Desired Skills:

  • Experience in Windows Server 2012/2016 administration, troubleshooting and monitoring

  • Bachelor’s degree is an asset

Theduties and responsibilities listed in this job description generally cover thenature and level of work being performed by individuals assigned to thisposition. This is not intended to be a complete list of all duties,responsibilities, and skills required. Subject to the terms of anapplicable collective bargaining agreement, the company management reserves theright to modify, add, or remove duties and to assign other duties as may benecessary. We wish to thank all applicants for their interest and effortin applying for the position; however, only candidates selected for interviewswill be contacted.

We are an equal opportunityemployer. All applicants will receive consideration for employment, withoutregard to race, color, religion, creed, national origin, gender orgender-identity, age, marital status, sexual orientation, veteran status,disability, pregnancy or parental status, or any other basis prohibited by law .

We are committed to Equal Employment Opportunity and providing reasonableaccommodations to applicants with physical and/or mental disabilities. If youhave a physical and/or mental disability and are interested in applying foremployment and need special accommodations to use our website to apply for aposition please contact, Recruiting Services at or 571-353-7053.Reasonable accommodation requests areconsidered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individualswith disabilities needing accessibility assistance to apply to an open positionusing our website.

Pleasedo not use the dedicated email or phone number above to inquire on the statusof your job application.

Inorder for our company to stay compliant with government regulations, pleaseapply on line. Please DO NOT email resumes or call in lieu of applying onlineunless you have a physical and/or mental disability and need assistance withthe online application.

Job: Information Technology

Primary Location: US-VA-Sterling

Shift: Day Job

Req ID: SAV04370