Service Desk Analyst (Active Secret Clearance)

Customer Services Washington, District Of Columbia


Service Desk Analyst

OPEXUS has an exciting and challenging position for a service desk analyst on a large IT project assisting customers seeking technical support using a web based software application. Individuals interested in this position should have excellent communication skills as well as experience working with customers one on one to troubleshoot and resolve issues virtually (email, chat, or video conferencing). The successful candidate will join a team of over 70 personnel on a program to provide high quality customer service to hundreds of worldwide users and support the goal of a consistent positive customer experience.

Remote WFH environment with unlimited PTO and a competitive salary

Duties, Roles and Responsibilities:

        Serve as the point of contact via phone or email for customers seeking technical assistance using software applications

        Work with customers to evaluate and solve technical problems; perform troubleshooting through diagnostic techniques and pertinent questions

        Provide accurate resolution for escalated service tickets

        Determine the best solution based on the issue and details provided by customers

        Walk the customer through the problem-solving process

        Direct unresolved issues to the next level of support personnel

        Maintain a log of completed work using an incident-tracking application

        Provide timely follow-up to users

        Pass on any feedback or suggestions by customers to the appropriate internal team

        Identify and suggest possible improvements on procedures

        Review and update application SOPs

        Review and update Training Plans

        Deliver in-person or virtual user training per approved Training Plans

Required Skills:

        Excellent problem-solving, communication and interpersonal skills

        Strong understanding of software technology, including ability to quickly learn the various software and networking systems being supported

        Ability to communicate with end users effectively to understand the reported problem and explain its solution

        Must exhibit a patient, customer-friendly attitude with ability to resolve issues and ability to work in a team environment


        Proven experience as a help desk technician or other customer support role

        Good understanding of computer systems

        Ability to diagnose and resolve basic technical issues

        Proficiency in English with excellent communication skills

        Strong written and oral communication skills

        Ability and willingness to work in a team environment

        ServiceNow experience is a plus



Security Clearance:

        US citizenship - Active Secret or Interim Secret Clearance.



        Associates or BSc/BA in IT, Computer Science or relevant field


Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery. 

Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love. 

If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers. 

OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.