Senior IT Service Desk Specialist
$62,000–$80,000 year
HybridWashington, District of Columbia, United States or Washington, United States
Job Summary
Administer the day-to-day service desk tool (Freshservice), ensuring accurate categorization, CI/Asset updates, and effective use of automations. Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalate risks to the Service Desk Manager. Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks. Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy. Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures. Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements. Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident workstreams. This role requires a Bachelor's degree and three years relevant IT experience, proficiency with ITSM infrastructure software and service management tools like Freshservice and M365, and the ability to work on call during evenings and weekends.
Required Qualifications
- Bachelor's degree
- three years relevant IT experience
- Experience in queue management
- major incident communications
- stakeholder handling
- Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Serve Catalog management
- Proficiency with standard office tools and ITSM infrastructure software
- Proficiency with service management tools (Freshservice, M365/Teams/SharePoint, Azure AD/Entra ID)
- endpoint management (Intune)
- remote support tools
- Clear written and verbal communication skills
- ability to convey complex information clearly and effectively to both technical and non-technical audiences
- Ability to coach and influence others
- Ability to troubleshoot and resolve technical issues calmly and effectively
- Quick learner with strong retention of new information
- Skilled in managing multiple tasks and shifting priorities in a fast-paced environment
- Ability to work on call during evenings and weekends as needed
- two days per week (Tuesday and Wednesday) in the office
- available to work outside normal office hours or weekends as required
- must be able to travel as required for standard domestic business purposes
- authorization to work in the country of assignment
Desired Qualifications
- Experience working in a global NGO environment
- Scripting/automation basics (Power Automate, PowerShell)
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