Service Desk Analyst (VA, Alexandria)

RiVidium is seeking a Service Desk Analyst. This role supports IT, Cybersecurity, and Data Operations – Core Operations and helps deliver mission-focused outcomes for service members, families, and related stakeholders. Executes PWS C.5.3.5 helpdesk operations; provides Tier I/II support, ticket escalation, and service-level compliance monitoring. This position is contingent upon contract award.

Key Responsibilities

• Provide Tier 1 and Tier 2 user support across applications, websites, platforms, and digital services.
• Acknowledge, log, route, and help resolve user issues in accordance with support procedures.
• Support account actions, outage communications, and knowledge base updates as assigned.
• Maintain high-quality customer service and accurate ticket documentation in a 24/7/365 environment.

Basic Qualifications

• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Experience supporting operational or technical environments with shift-based or on-call expectations.
• Ability to satisfy applicable Government personnel security requirements for the assigned role. For IT and cybersecurity workforce positions, applicable DoD 8140 training and certification requirements will apply upon award.
• Strong communication, teamwork, and documentation skills in a mission-focused delivery environment.

Preferred Qualifications

• Experience supporting 24/7/365 operations, ticketing workflows, knowledge bases, and customer support metrics.
• Ability to troubleshoot across applications, accounts, and infrastructure while maintaining service continuity.
• Experience supporting account lifecycle actions, outage communications, and operational SOPs.

Work Setting

This role is expected to support work in the Alexandria, Virginia area. Expected schedule includes 24/7/365 shift support, including nights, weekends, and holidays as required..