SRA International, Inc., A CSRA Company Help Desk Analyst in Washington, District Of Columbia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Agency Specific

Job Family:

Customer Support

Job Description:

The Administrative Office of the United States Courts (AO), Department of Technology Services (DTS), AO Technology Office (AOTO) as part of its mission seeks Contractor support in providing IT support and services to the AO community consisting of approximately 2000 customers primarily in the Washington DC area, and court IT staff located throughout the country.

Within an Information Technology Infrastructure Library (ITIL) framework, AOTO requires IT support and services with an emphasis on security, quality, assured through effective monitoring and oversight of service delivery. IT technical architecture includes wired and wireless LANS, physical and virtual servers, and a wide array of endpoint devices (both physical and virtual) including laptops, desktops, and tablets. IT services are numerous, and include messaging, meeting, mobile, and security services.

CSRA is looking for a Tier 2 Help Desk Analyst. This position will provide the traditional tier 1 help desk analyst support functions in addition to providing support for functions typically reserved for a tier 2/level 2 type role. You to be responsible for providing telephone support to end-user community on hardware, software, and network related incidents, requests, questions, and use. Provide first and second level incident resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem. If not able to diagnose incident and/or incident requires physical interaction with end user; dispatches technical support specialists from appropriate team. Opens, tracks, and closes incident and service request tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. Have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Have experience in the set-up, configuration, use, and trouble-shooting of computers. Trained and certified in automated help desk management systems, if applicable.


  • Provide day-to-day telephone support to the end-user community.

  • Monitor and track existing incidents and service requests through closure.

  • Follow standard escalation procedures.

  • Support the service desk and deskside support leads by providing support for other activities outside of standard incident and service request handling.

  • Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level - including, but not limited to: Network Connectivity, MS Office, Lotus Notes & Microsoft Outlook, tablet/smartphone support, basic Windows Operating System concepts and Apple (Mac).

  • Stays in regular communication throughout the day with the Tier I, Tier II, and Management staff.

  • Excellent communication and interpersonal skills when dealing with both internal/external customer/staff

  • Maintains a professional attitude and appearance providing excellent customer service always, to include maintaining a good work ethic and assisting other analysts when needed.

  • Performs advanced troubleshooting and remediation activities. Handles end-user requests.

  • Analyzes incoming requests and assigns to appropriate queue.

  • Supports continuous improvement in the process and quality of the operations.

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Some Telecommuting Allowed

Work Location:

USA DC Washington - Other (DCC135)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.