Service Desk Analyst

About the Role

This on-site role provides first-line support for the Navy Marine Corps Intranet (NMCI), under the NGEN SMIT contract. You will work in a call center-style service desk environment, delivering timely, reliable IT support to Marine Corps end users to ensure mission readiness. The position is based in New Orleans and requires working at a desk in a call queue, handling incoming calls and tickets, and performing troubleshooting across a wide range of end-user technologies.

Key Responsibilities

• Serve as the initial point of contact for IT-related issues, providing Tier 1 support to Marine Corps end users via phone and online channels.
• Deliver high-quality customer service while guiding users through troubleshooting steps and resolving technical problems when possible at first contact.
• Follow established escalation protocols and procedures when issues cannot be resolved at Tier 1, ensuring timely handoff to higher-level support.
• Monitor the health and status of NMCI and related networks, watching for alerts, outages, and performance issues.
• Document, track, and communicate network outage information clearly to co-workers and customers, maintaining accurate records in the ticketing system.
• Execute predefined scripts and standard operating procedures to support incident resolution and routine maintenance tasks.
• Open, update, and close tickets in the IT Service Management (ITSM) system, ensuring all work is properly logged and categorized.
• Correlate events and incidents to support effective management of IT services, identifying patterns and recurring issues for further analysis.
• Perform common help desk tasks such as password resets in Active Directory and basic account administration.
• Troubleshoot internet browser issues and resolve user connectivity problems at the workstation level.
• Perform Layer 1 network connectivity troubleshooting, including checking physical connections and basic network access issues.
• Troubleshoot DNS and IP address issues to restore network connectivity and access to resources.
• Contribute to root cause analysis of ongoing or recurring technical problems, providing detailed information and observations.
• Support email and Microsoft Exchange-related issues, including access, synchronization, and configuration problems.
• Assist with application installation and troubleshooting, ensuring users can access and use required software.
• Configure and troubleshoot printer access and network drive mapping for end users.
• Address telephony-related issues, including VoIP and desk phone problems, in coordination with relevant teams.
• Resolve desktop workstation issues, including operating system, hardware, and basic configuration problems.
• Work effectively in an inbound service desk and call center operation, remaining in the call queue and at your workstation as required.
• Collaborate with a large team of service desk specialists and analysts, leveraging video teleconference (VTC) tools to coordinate with leadership and colleagues at other sites.

Requirements & Tech Stack

• Completed and valid Security+ CE certification (non-negotiable requirement).
• At least an Interim Secret Clearance, with fully adjudicated Secret Clearance preferred.
• Bachelors degree may be used in lieu of up to 4 years of experience.
• Ability and willingness to work in an inbound service desk and call center environment, remaining on-site and in the call queue.
• Strong customer service skills and a professional, service-oriented mindset.
• Experience providing phone-based support to end users in a help desk or service desk setting.
• Ability to perform troubleshooting across Windows 10 workstations and common end-user applications.
• Familiarity with help desk and service desk operations, including ticketing systems and ITSM processes.
• Ability to follow established scripts, procedures, and escalation protocols accurately.
• Basic understanding of networking concepts, including Layer 1 connectivity, DNS, and IP addressing.
• Ability to manage multiple tickets and tasks simultaneously while maintaining accurate documentation.

Additional Skills and Qualifications

• Experience with IT Service Management (ITSM) ticketing systems; this is preferred but not strictly required.
• Prior help desk or help desk support experience in a call center or service desk environment.
• Experience working with Active Directory for password resets and basic account administration.
• Exposure to troubleshooting internet browsers, email/Exchange, and common desktop applications.
• Experience mapping printers and network drives and resolving related access issues.
• Familiarity with telephony troubleshooting, including VoIP and desk phone environments.
• Interest in pursuing additional certifications such as MS-900 to support career growth into IT support, Cyber Ops, NetOps, or SysOps roles.
• Ability to communicate clearly and professionally with both technical and non-technical users.
• Strong problem-solving skills and attention to detail when documenting and resolving incidents.

Work Environment

The position is fully on-site in New Orleans, Louisiana, at a facility supporting Marine Forces Reserve. Work is performed in a call queue within a cubicle-based office setting, with a strong focus on continuous phone and online support for end users. You will work at a desk using standard service desk technologies, including Windows 10 workstations, ITSM ticketing tools, and collaboration systems. The environment is structured, process-driven, and mission-focused, with expectations that staff remain at their workstation and in the call queue during scheduled work hours.

Job Type & Location

• This is a Contract position based out of New Orleans, LA.

Pay and Benefits

• The pay range for this position is $31.36 - $33.65/hr.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change.
• If eligible, the benefits available for this temporary role may include: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan, Life Insurance (Voluntary Life & AD&D), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).

Application Deadline

• This position is anticipated to close on Oct 30, 2026.

Workplace Type

• This is a fully onsite position in New Orleans, LA.