Service Desk Agents – Tier 1 (DW2603HTZ)
$45,000–$60,000 year
HybridWashington, District of Columbia, United States or Washington, United States
Job Summary
Acknowledge, document, and resolve incidents per Service Level Agreements while logging service tickets in the ITSM platform. Troubleshoot Windows, macOS, and Microsoft 365 applications, support mobile device configuration, and administer user accounts and access changes. Maintain secure VPN connectivity, assist with asset tracking updates, and support device deployment, refresh, and return processes. Ensure compliance with Government security and data handling requirements. This role requires three years of Service Desk experience, including one year supporting macOS and Microsoft 365, with familiarity with enterprise ticketing systems. Candidates must be U.S. citizens eligible for a Public Trust clearance and able to work onsite in Washington, DC.
Required Qualifications
- Three (3) years' Service Desk experience
- One (1) year supporting macOS
- Experience supporting Microsoft 365
- Experience supporting VPN and secure connectivity tools
- Familiarity with enterprise ticketing systems
- Basic understanding of device inventory tracking processes
- Ability to work onsite in Washington, DC
- Ability to lift up to 50 pounds when supporting onsite hardware needs
- Must be a U.S. Citizen
- Must be eligible to obtain and maintain a Public Trust clearance
- Must successfully complete required background investigation and security training
Desired Qualifications
- ITIL Foundation certification
- Experience supporting large, distributed enterprise environments
- Experience supporting transition or surge operations
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