Service Desk Officer - job 1 of 2

The Service Desk Officer at AnaVation is primarily responsible for providing Tier 1 technical support as part of our Network Operations Center. This career involves monitoring network and server infrastructure, engaging in initial troubleshooting of telecommunications equipment, and processing routine customer work orders. Essentially, you’ll be the first point of contact for customers facing IT issues.

To apply for the Service Desk Officer role at AnaVation, required qualifications include excellent communication skills, a foundational understanding of information technology, and IAT Level II certification compliance. While there are flexible educational requirements based on experience, we look for candidates who have a willingness to work independently and collaboratively in a dynamic team environment.

While prior experience with LAN and WAN networking technologies is preferred, it's not strictly mandatory. Candidates with a general background in information technology and a willingness to learn about networking systems will also be considered. Experience with specific IT management systems and ticket tracking software can enhance your application.

AnaVation provides a comprehensive benefits package to Service Desk Officers, including generous cost sharing for medical insurance, 100% company-paid dental and vision insurance, and long-term and short-term disability coverage. Additionally, you will have access to a 401k plan with a generous match and immediate vesting, paid leave, holiday packages, and tuition reimbursement to support your continuous professional development.

Working at AnaVation offers the unique opportunity to tackle complex technical challenges while being part of a collaborative and innovative environment. As a Service Desk Officer, you will contribute to significant projects within the U.S. Federal Intelligence Community, ensuring that your work makes a meaningful impact. We foster a culture of growth and investment in our people, creating an engaging workplace for your career.

When answering this question, highlight specific experiences you’ve had in IT support or service desk positions. Discuss the types of tickets you’ve handled, your troubleshooting process, and any metrics that showcase your performance, such as average resolution time or customer satisfaction scores.

Be prepared to list and elaborate on the IT management tools and ticketing systems you've used, such as SolarWinds or ServiceNow. Explain how you've leveraged these tools to enhance your problem-solving ability and service delivery, demonstrating your familiarity with industry-standard technologies.

A strong response showcases your ability to balance urgency and importance. Discuss using management techniques like categorizing requests based on severity levels, maintaining an organized ticketing system, and communicating with customers regarding timelines and resolutions.

Outline a clear step-by-step process that includes checking physical connections, verifying network configurations, utilizing diagnostic tools, and escalating issues when necessary. Your response should reflect a logical approach to problem-solving, as well as your technical knowledge.

Select a relevant situation and explain the problem, your approach to resolving it, and the outcome. Use this to demonstrate your technical competency, critical thinking skills, and customer service orientation, emphasizing the impact of your resolution on the overall operation.

Discuss your philosophy of empathy and active listening. Outline tactics you’ve employed in the past to de-escalate situations, maintain professionalism, and still provide effective solutions, illustrating your commitment to excellent customer service.

Demonstrate your awareness of TS/SCI clearance requirements and its relevance to working within U.S. Government contracts. Highlight your understanding of the sensitivities involved in handling classified information and the ethical considerations of this responsibility.

Talk about your communication skills, including both verbal and written forms, and how these are essential for teamwork. Describe how you stay aligned with team members, share updates, and engage in collaborative problem-solving to enhance overall team efficiency.

Share your insights on essential qualities like patience, strong communication, and problem-solving skills. Illustrate your answer with examples from your experience to show how these traits have contributed to your success in prior roles.

Your answer should reflect a blend of your personal qualities, relevant experience, and enthusiasm for the job. Emphasize your alignment with AnaVation’s values, your technical skills, and your eagerness to contribute positively to the team and the customers you will serve.