Service Desk Specialist - TIER 1

POSITION SUMMARY

Inquis

IT is seeking a motivated and customer-focused Service Desk Specialist – Tier 1 to support end users in a fast-paced federal government environment. This entry-level role is ideal for candidates looking to build foundational IT support experience while working alongside experienced technical teams supporting mission-critical systems and users.

The Tier 1 Service Desk Specialist serves as the first point of contact for technical support requests and incidents. The individual will provide initial troubleshooting, resolve routine technical issues, document and track tickets through the IT Service Management (ITSM) platform, and escalate more complex issues when necessary. This role also supports knowledge management efforts and helps ensure a high level of customer satisfaction and service delivery.

This is a fully ON-SITE role in Alexandria, VA

• Serve as the first point of contact for end-user technical support requests via phone, email, chat, or ticketing system
• Log, categorize, prioritize, and track incidents and service requests within the ITSM platform
• Provide first-contact resolution for routine hardware, software, account access, and connectivity issues
• Troubleshoot common issues related to:
  • Windows operating systems
  • Microsoft Office / Microsoft 365 applications
  • Password resets and account lockouts
  • VPN and remote access connectivity
  • Printers and peripheral devices
  • Basic network connectivity
• Escalate unresolved or higher-severity issues to appropriate Tier 2 or Tier 3 support teams
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket updates
• Assist with maintaining and updating internal knowledge base articles and standard operating procedures
• Follow established service desk processes, SLAs, and cybersecurity procedures
• Provide professional, courteous, and customer-focused support to users at all levels of the organization
• Participate in training and mentorship activities to develop technical and customer service skills
• Ability to work fully on-site in Alexandria, VA
• Occasional after-hours support

• 0–2 years of IT support, help desk, customer service, or related technical experience
• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• ACTIVE – Secret or Higher Clearance is required
• Basic understanding of:
  • Windows desktop operating systems
  • Microsoft Office / Microsoft 365
  • IT ticketing and service management concepts
  • Customer support and troubleshooting methodologies
• Strong verbal and written communication skills
• Ability to work effectively in a team-oriented environment
• Strong organizational skills and attention to detail
• Willingness to learn and grow in a technical support environment

• CompTIA A+
• Experience using ITSM/ticketing platforms

Inquis

IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Inquis

IT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.