POSITION DESCRIPTION
TITLE: Service Desk Analyst IV
REPORTS TO: Director, IT
FLSA STATUS: Full Time / Exempt
PAY RANGE: $80,000.00-$90,000.00 Annually DOE
FT / PT STATUS: Full Time
LOCATION: Office [Chesapeake, VA]
CLEARANCE: Not required; ability to obtain clearance if required by contract
CITIZENSHIP: US citizenship required
**THIS POSITION WILL PERFORM WORK FOR ARMADA PARENT, INC.**
SUMMARY
Provide senior-level technical support, escalation leadership, service desk process improvement, mentoring, and operational coordination for end users across the organization. The Service Desk Analyst IV serves as a senior escalation resource within the service desk function, supporting desktops, laptops, mobile devices, printers, Microsoft 365 GCCH services, line-of-business applications, user accounts, endpoint tools, and related technology. The Service Desk Analyst IV is expected to work with a high degree of independence, support assigned Coast coverage and cross-coverage needs, mentor Level I, Level II, and Level III analysts, identify recurring issues, contribute to knowledge management, and help improve service desk processes while delivering responsive, professional, and customer-focused support.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Serve as a senior service desk escalation resource and expert technical support contact for assigned Coast, operating company locations, and cross-coverage needs.
- Provide assigned Coast support and backup coverage for other service desk personnel, operating company locations, and alternate Coast assignments as needed to maintain responsive support and continuity of service.
- Log, categorize, prioritize, document, and track incidents and service requests through resolution in the IT service management system, ensuring ticket quality, ownership, follow-up, and timely user communication.
- Troubleshoot and resolve advanced hardware, software, network connectivity, printer, mobile device, VPN, Microsoft 365 GCCH, endpoint, account access, and line-of-business application issues.
- Perform and support password resets, account unlocks, access request processing, equipment support, and user account administration in accordance with company policies, access control requirements, and security procedures.
- Install, configure, deploy, maintain, and support desktops, laptops, peripherals, standard software, approved endpoint configurations, and assigned service desk tools.
- Provide remote and desk-side support to diagnose technical issues, guide users through resolution steps, restore service, and reduce repeat incidents where practicable.
- Triage escalated tickets from Level I and Level II analysts, validate troubleshooting performed, determine next steps, and coordinate referral to infrastructure, cybersecurity, application, MSP, MSSP, or vendor support teams when needed.
- Support onboarding, offboarding, equipment issuance, equipment returns, access changes, and user technology readiness for employees, contractors, and other authorized users.
- Maintain accurate asset, ticket, troubleshooting, escalation, and knowledge base documentation to support repeatable service delivery and continuous improvement.
- Mentor Level I and Level II analysts by sharing troubleshooting guidance, reinforcing documentation standards, supporting ticket handoffs, and helping build technical capability within the service desk.
- Identify trends, recurring issues, service gaps, and opportunities to improve service desk procedures, user training, self-service materials, technical standards, and support workflows.
- Support queue management, escalation tracking, major incident support, service desk metrics, and continuous improvement activities as directed by IT leadership.
- Follow established change management, incident management, cybersecurity, data handling, acceptable use, and service desk operating procedures.
- Perform other related duties as assigned.
SUPERVISORY RESPONSIBILITY
LEVELING GUIDELINES
Level
Scope and Expectations
Service Desk Analyst I
Entry-level service desk role focused on intake, documentation, basic troubleshooting, password resets, account unlocks, standard hardware and software support, ticket routing, and user communication. Works under close guidance and follows established procedures, scripts, and knowledge base articles.
Service Desk Analyst II
Intermediate service desk role that independently resolves a broader range of endpoint, Microsoft 365 GCCH, printer, VPN, mobile device, application, and user access issues. Provides assigned Coast coverage with limited supervision, identifies recurring issues, contributes to knowledge base content, and supports onboarding and equipment deployments.
Service Desk Analyst III
Advanced service desk role responsible for complex troubleshooting, escalated tickets, cross-coverage coordination, queue management support, recurring issue analysis, and mentoring Level I and Level II analysts. Serves as a key escalation point before referral to infrastructure, cybersecurity, applications, MSP, MSSP, or vendor teams.
Service Desk Analyst IV
Senior-level service desk role that provides expert-level technical support, leads service desk process improvement, assists with major incident coordination, develops standards and knowledge base content, supports service metrics and reporting, mentors analysts across levels, and partners with IT leadership on continuous improvement, training, and service delivery maturity.
KNOWLEDGE, SKILLS, ABILITIES & ATTRIBUTES
- Excellent customer service skills with the ability to communicate technical information clearly to non-technical users, leadership, vendors, and technical teams.
- Advanced troubleshooting, analytical thinking, problem-solving, escalation management, and service restoration skills.
- Excellent verbal and written communication skills, including clear ticket documentation, user updates, escalation notes, knowledge base content, and service improvement recommendations.
- Excellent organizational skills and attention to detail, including accurate ticket documentation, follow-up, asset records, support handoffs, metrics support, and process documentation.
- Ability to manage multiple priorities, guide urgent support activity, coordinate escalations, and remain calm while supporting high-priority technical issues.
- Strong working knowledge of Windows operating systems, Microsoft 365 GCCH, Active Directory or Entra ID, endpoint hardware, printers, mobile devices, VPN, cybersecurity tools, remote support tools, asset management, and common business applications.
- Ability to follow, reinforce, and improve cybersecurity, access control, confidentiality, data handling, acceptable use, change management, and incident management requirements.
- Ability to work independently and collaboratively with IT team members, managed service providers, managed security service providers, vendors, business users, and leadership.
- Ability to mentor junior analysts, support escalation management, identify process improvements, and contribute to service desk standards, queue review, metrics, and reporting.
- Ability to lead complex service desk initiatives, coordinate with IT leadership, and promote service delivery maturity across the IT support function.
EDUCATION AND EXPERIENCE
- Bachelor?s degree or higher in information technology, computer science, cybersecurity, business technology, or a related field preferred.
- Equivalent progressive IT support experience, advanced technical training, relevant certifications, and eight or more years of related IT support experience may be considered in lieu of a bachelor?s degree.
- Advanced experience supporting Microsoft Windows, Microsoft 365 GCCH, endpoint devices, printers, mobile devices, VPN, identity and access tools, remote support tools, service desk platforms, and common business applications preferred.
- Experience mentoring service desk staff, supporting escalations, improving knowledge base content, contributing to service metrics, and coordinating with technical teams, MSPs, MSSPs, and vendors preferred.
- Experience supporting onboarding, offboarding, equipment deployment, user access changes, ticket documentation, knowledge base development, and escalation coordination preferred.
- CompTIA A+, Network+, Security+, Microsoft, ITIL Foundation, HDI, or similar certification preferred; advanced or multiple certifications are strongly preferred for this level.
- Experience supporting users in a multi-site, government contracting, maritime, industrial, or regulated business environment preferred.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
- This position operates primarily in a professional office or service desk environment with occasional support at operating company locations, job sites, or user work areas.
- Must be able to sit for prolonged periods of time at a desk; must be able to view a computer screen for prolonged periods of time; must be able to enter data using a keyboard accurately and efficiently.
- Must be able to communicate effectively by phone, email, ticketing system, chat, and in person.
- May be required to walk, bend, kneel, reach, or access workstations, printers, conference rooms, network closets, or other equipment locations.
- Ability to lift, carry, push, or pull IT equipment and peripherals up to 25 pounds occasionally.
- May be required to participate in after-hours support, maintenance windows, or incident response activities as business needs require.
EQUIPMENT USED
- Desktop computers, laptops, docking stations, monitors, keyboards, mice, headsets, and related peripherals.
- Mobile phones, tablets, printers, scanners, copiers, and conference room technology.
- IT service management, remote support, endpoint management, asset management, and documentation tools.
- Microsoft Windows, Microsoft 365, collaboration tools, VPN clients, security tools, and approved business applications.
- This is a general list and is not all inclusive.
REASONABLE ACCOMMODATIONS
- Accommodations may be made to enable qualified individuals with disabilities to perform essential job functions
