Service Desk Specialist - Tier I

Overview

National Capitol Contracting – Service Desk Specialist - Tier I (onsite in Alexandria, VA). This position supports the U.S. Patent and Trademark Office (USPTO) by providing primary customer support for Microsoft 365 collaboration services, and first-line operational support for SharePoint Online, Microsoft Teams, One Drive for Business, and other approved collaboration capabilities. The Service Desk Specialist responds to inquiries, resolves incidents, coordinates escalations, documents support activities, and supports production operations.

• Provide direct customer support to Microsoft 365 collaboration tool owners, site owners, group members, and end users via phone, email, Service Now, and other approved channels.
• Respond to inquiries regarding SharePoint Online, Microsoft Teams, One Drive for Business, Power Platform, and other Microsoft 365 services while meeting service level objectives.
• Troubleshoot and resolve end-user incidents involving collaboration tools; coordinate escalations with engineering and technical support.
• Track incidents, service requests, and problem tickets in the agency Service Now platform; maintain accurate documentation of support activities.
• Provide functional guidance on Microsoft 365 collaboration capabilities, features, governance requirements, and approved collaboration solutions.
• Coordinate communications between customers and technical teams throughout the incident/service request lifecycle.
• Develop and maintain knowledge articles, user documentation, FAQs, and end-user training materials for collaboration services.
• Support SharePoint site requests, permissions, collaboration work spaces, and basic administrative activities per established procedures.
• Identify recurring issues, recommend process improvements, and contribute to continuous improvement of collaboration support services.
• Prepare operational metrics, ticket summaries, and activity reports to support Government reporting requirements.
• Other duties as assigned.

• Experience providing enterprise service desk or customer support for Microsoft 365 collaboration technologies.
• Experience supporting SharePoint Online, Microsoft Teams, One Drive for Business, and Microsoft 365 applications.
• Experience utilizing Service Now or another enterprise IT service management platform.
• Experience documenting incidents, service requests, and technical procedures.
• Strong customer service, communication, troubleshooting, and organizational skills.

• Microsoft 365 Certified:
  Fundamentals (MS-900).
• ITIL Foundation certification.
• Experience supporting Microsoft 365 within a Federal Government environment.
• Experience supporting enterprise collaboration platforms.

$45,000.00 - $50,000.00

The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.

All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.

NCC provides reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation, please email us and reference the position.