Nyla Technology Solutions · 6 months ago
Service Desk Analyst
Annapolis Junction, MD
Full-time
Onsite
Entry Level
$119K/yr - $141K/yrNyla Technology Solutions delivers exceptional Artificial Intelligence, Data Science, and Software Engineering services for the U.S. Government. The Service Desk Analyst's primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction.
Cloud Data ServicesCyber SecurityInformation TechnologyNetwork SecuritySoftware
Responsibilities
User Support
Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
Provide clear, friendly and effective communication to assist users to resolve their issues
Issue Resolution
Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
Escalate issues to higher-level support, if necessary
Incident Management
Record and track incidents and service requests using the Jira ticketing system
Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)
Technical Knowledge
Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
Remain up-to-date with technology trends and advancements to contribute to process improvement
Documentation and Knowledge Base
Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
Collaboration
Work closely with other team members, such as system administrators and application developers, to address complex issues
Qualification
Required
Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
Ability to communicate technical information in a clear and understandable manner is crucial
Proven problem-solving skills to identify issues, analyze data, and make informed decisions
Experience with JIRA ticketing process and reporting capabilities or similar service desk software
Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)
Preferred
Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
Basic understanding of relational databases desired
Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired
Benefits
4 weeks of Annual Leave plus 11 holidays and an additional day of Annual Leave for each year you’re at the company.
Flexibility to cash out your annual leave hours
Opt out of other Nyla benefits
Arrange for additional hours on contract (over 40 hrs/week)
Option to earn 1.3 times your hourly rate once you work over 1880 hours on contract
BUY additional annual leave for a total of 6 weeks of annual leave
Paid anniversary leave
Freedom to scale down to 30-32 hours while still enjoying the top-notch Nyla benefits
Health care (medical, dental, and vision) is 100% covered by the company
10% 401k matching - with full vesting day 1
$5,000 per year to be used towards fees, tuition, or time off for your continued growth
Student loan repayment program
8 hours of volunteering annually
Company
Nyla Technology Solutions
Nyla Technology Solutions is a software company that focuses on software engineering, data science, and cybersecurity.
Founded in 2013
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Shana Cosgrove
CEO
Recent News
Maryland Daily Record
2025-03-21
Company data provided by crunchbase