Service Desk Technician Level I

Position Summary

Candidates must be able to successfully complete a federal background investigation and maintain eligibility for access to government systems and facilities

The Service Desk Technician Level I provides frontline technical support for end users and is responsible for resolving issues related to desktop systems, laptops, mobile thin clients, and peripheral devices. This position supports the organization’s Information Technology environment through troubleshooting, account management, software installation, and customer support service.

• Provide first-level technical support via telephone, Service Now ticketing system, remote access tools, and walk-in support.
• Troubleshoot hardware, software, operating system, and peripheral device issues.
• Install, configure, and maintain desktop and laptop systems.
• Perform account administration activities within Active Directory and related systems.
• Escalate unresolved incidents to higher-tier support personnel as appropriate.
• Maintain accurate ticket documentation and status updates within the Service Now platform.
• Ensure systems comply with approved security configurations and patch requirement.
• Support Windows operating systems, Microsoft Office 365, Exchange/Outlook, and other enterprise application.
• Deliver excellent customer service in a fast-paced operational environment.

• Minimum of two (2) years of IT Help Desk or User Support experience.
• Working knowledge of Microsoft Windows 11, Microsoft Office 365, Active Directory, SCCM, and Service Now.
• Strong written and verbal communication skill.

• CompTIA A+ Certification may substitute for one year of experience.