Service Desk Customer Support Representative I/II - Secret Clearance
Job in
Quantico, Prince William County, Virginia, 22134, USA
Listed on 2026-09-13
Listing for:
Dunhill Professional Search & Government Solutions
Full Time
position Listed on 2026-09-13
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).
Key Responsibilities- Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
- Respond to incidents and service requests according to assigned criticality and established SLAs.
- Operate andmaintainan approved ticketing and tracking system to log,monitor, and document all user interactions, resolutions, escalations, and follow-ups.
- Support enterprise IT services and end-user technologies, including:
- Operating systems (Windows, macOS)
- Office productivity platforms (Microsoft 365)
- Cloud collaboration tools
- Mobile devices (iOS, Android)
- Common peripherals and communication services
- Assistusers with VPN and virtual desktop infrastructure (VDI) troubleshooting,leveraging secure remote access tools.
- Contribute toa knowledge base of common issues and solutions to promote user self-service and reduce call volume.
- Support a sharedon-callscheduleas needed
- Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
- 1+ years’ experience in a Service Desk environment
- Shift will be 6am - 2pm EST
- Excellent communication and customer service skills.
- Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
- Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
- Strong troubleshooting skills across hardware, software, and networking concepts.
- Ability to adapt tonew technologies and evolving service delivery models.
- Security+ or other IAT-II compliant certification
Active Secret clearance required. Compensation: $32 - $37.85/hr, depending on experience.
Dunhill Government Solutions places cleared professionals across the federal government. AI-Powered. Human-Delivered.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×