IT Service Desk Technician

Position Overview

We are seeking a proactive and customer-focused IT Service Desk Technician with hands‑on experience supporting Microsoft Office 365 environments. The ideal candidate will be responsible for providing first‑ and second‑line technical support to end users and troubleshooting hardware and software issues. This role requires a strong understanding of Microsoft technologies, excellent communication skills, and a passion for solving technical problems.

• Serve as the first point of contact for IT‑related inquiries via ticketing system, email, and messaging channels.
• Provide day‑to‑day support for Office 365 applications and other business and engineering applications.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Assist with onboarding/offboarding processes, including user setup, equipment configuration, and access management.
• Escalate complex technical issues to higher‑level support teams when necessary.
• Coordinate and engage with 3rd party technical support when necessary.
• Document solutions, recurring issues, and process improvements in the knowledge base.
• Maintain detailed documentation of issues, solutions, and processes in the IT knowledge base.
• Support the configuration and deployment of end‑user devices (Windows and mobile devices).
• Ensure compliance with IT policies, security best practices, and data protection standards.
• Contribute to continuous improvement of IT services and infrastructure and participate in small infrastructure and security projects.

• Bachelor’s degree in Information Technology, Information Systems, Information Security, or a related field, or equivalent years of experience.
• Must be a US citizen.
• 2+ years of experience in a technical support or service desk role.
• Strong experience supporting Microsoft Office 365 environments.
• Ability to work both independently and manage priorities, and collaboratively in a team.
• Willingness to take on new challenges and adapt to a dynamic and fast‑paced IT environment.
• Experience with ticketing systems such as Service Now, Zendesk, Fresh service, or Jira Service Management.
• Excellent communication, problem‑solving, and customer service skills.

• Familiarity with endpoint management tools.
• Experience with vulnerability management tools and procedures.
• Industry certifications such as CompTIA A+, Network+, Security+.
• Experience working within the Microsoft Government cloud.
• Familiarity with basic networking (TCP/IP, VPN, Wi‑Fi troubleshooting).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.