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Sr. Service Desk Specialist

Rockville, MD
Job Description

Octo Consulting Group is seeking a Senior Service Desk Analyst to join our growing team in support of a Federal client.

Responsibilities Include:

  • Identifies, researches, and resolves complex technical problems.
  • Documents, tracks, and monitors reported issues to ensure resolution in a timely manner. 
  • Communicates with end users on recommended problem resolution.
  • Document issues and associated resolution.
  • Perform root cause analysis for ongoing issues in order to eliminate, or reduce the frequency, of the same.
  • Supports service desk activities for multi-campus users.
  • Responsible for the opening, updating and closing of support tickets, and providing first and second level support to resolve incidents and respond to requests.
  • Creates and manages escalation procedures to ensure service levels are maintained.
  • Works collaboratively with other development and operations team members to provide timely issue resolution.
Skills & Requirements
  • 5+ years of experience 
  • Experience with HP, Windows 7 & 10, Apple OSX & iOS


  • Bachelor's Degree


  • Rockville, MD 


About Octo Consulting Group, Inc.

Octo Consulting Group (Octo) is an industry-leading, award-winning provider of digital services for the federal government. Octo specializes in providing agile software engineering, user experience design, cloud services, and digital strategy services that address government’s most pressing missions. Octo delivers intelligent solutions and rapid results, yielding lower costs and measurable outcomes.

Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career.  Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government.  Voted one of the region’s best places to work multiple times, Octo is an employer of choice!

Octo Consulting Group is an Equal Opportunity/Affirmative Action Employer.  All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information. Octo Consulting Group’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. 

Other Considerations: This position is W-2 only; no Corp-to-Corp or 1099 candidates. Relocation will not be offered. Selected applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.

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