Service Desk Analyst

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age.

TDI is looking for a professional who works independently, with some guidance, and applies industry knowledge to develop or contribute to solutions to varied problems of moderate scope and complexity. 
Communicates directly with a community of 100,000+ users, stakeholders, and clients to define and measure reported problems from creation through resolution. 
Executes routine requests as well as solves complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs). 

Duties include providing technical support and assistance, basic troubleshooting, diagnosing problems, recommending/implementing solutions, responding to user issues or concerns, escalating requests as needed, and operating as the primary point of contact between the user and platform teams. Applies ITSM principles, theories, and concepts to job assignments. Exhibits technical and operational proficiency solving problems of moderate complexity. Contributes to completion of projects and programs in area of expertise. Additional duties may include working on special projects or working groups.

Basic Qualifications:

• 5+ years experience working in a Service Desk environment
• Experience in utilizing problem solving methodologies
• Ability to work independently and complete assigned tasks with minimal supervision
• Ability to communicate with clients via chat, email, and Jira Service Desk, including both technical and non-technical communication
• Bachelor's degree

Additional Qualifications:

• Experience with Jira, including Jira Service Management or Desk
• Experience with Active Directory, MS Office, SharePoint, and Confluence
• Ability to solve complex and abstract problems

Clearance: Secret

TDI does business with the federal government, which restricts employment to individuals who are either US citizens or lawful permanent residents of the United States.

“TDI is an Equal Opportunity Employer. Employment decisions are made based on individual qualifications, merit, and business needs. We do not discriminate in employment opportunities or practices based on race, color, religion, sex, or national origin, in accordance with applicable federal laws.”