Service Desk Technician in Herndon
Listed on 2026-07-27
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description Job Description
Job Title:
Service Desk Technician
The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus onshift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools.
Key Responsibilities- Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals
- Perform advanced first-level troubleshooting across endpoints, applications, and access management
- Resolve a broader range of issues at Tier 1 throughshift-left practices, minimizing escalations to Tier 2
- Utilize and executeautomation toolsfor routine tasks (e.g., account unlocks, software installs, device remediation)
- Identify repeat issues and contribute to automation opportunities and process improvements
- Create, update, and maintain knowledge base articles following
Knowledge-Centered Service (KCS) practices - Actively promote and guide users toward self-service capabilities and automation tools
- Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance
- Ensure accurate, detailed, and standardized documentation of all incidents and requests
- Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations
- Participate in continuous improvement initiatives, including problem management and root cause analysis
- Provide high-quality customer service with clear communication and expectation setting
- 1–3 years of experience in a service desk or technical support role
- Strong working knowledge of:
- Windows OS and endpoint environments
- Microsoft 365 / cloud-based collaboration tools
- Active Directory / and access management
- Experience with ITSM tools (e.g., Service Now, Jira, Remedy)
- Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently
- Strong written and verbal communication skills.
- Industry certifications (e.g., CompTIA A+, HDI Support Center Analyst,ITIL Foundation)
- Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field ()
- Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)
- Exposure to remote monitoring and management (RMM) tools
- Experience in aKnowledge-Centered Service (KCS) environment
Company Description Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.
Company Description Marathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.
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