Service Desk Technician - Tier 1.- TS​/SCI

** Active TS/SCI Security Clearance Required**

Salary Range - $107,000 - $117,000

We are seeking a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support teamoperatingwithin a secure Azure enterprise environment. This role is ideal for IT professionals with foundational experience who are ready to take on more advanced technical challenges. As a Tier 1.5 Service Desk Technician, you will go beyond basic troubleshooting by addressing more complex technical issues, supporting cloud-based systems, and escalating incidents only when necessary.

You will play a key role in ensuring seamless operations, delivering exceptional service to end users, and contributing to the secure and efficient functioning of critical systems.

Note:

Candidates mustpossessall required certifications and an active TS/SCI clearance at the time of application.

Key Responsibilities:

• Serve as the first point of contact for technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience by providing prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring compliance with established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) (e.g., 90% first-call resolution, 95% SLA compliance).
• Troubleshoot and resolve Tier 1.5-2.0+ level issues related to Azure services, Microsoft Windows environments, and collaboration tools (e.g., Microsoft Teams, Outlook, One Drive). Escalate more complex incidents to higher-tier supportteamsas necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution and improve team efficiency.
• Collaborate with higher-tier support teams and other IT units to ensuretimelyresolution of escalated issues and promote smooth service delivery.
• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to enhance end-user confidence and reduce repeat issues.
• Develop and execute Power Shell scripts to automate routine tasks, streamline workflows, and support system management.
• Support compliance with DoD security policies, procedures, and protocols tomaintaina secure IT environment.

Required Qualifications:

Experience:

• Minimum offive(5) years of experience in an IT support or customer service role with a strong emphasis on end-user satisfaction.
• Five(5) years of hands-on experience supporting Microsoft Windows environments and troubleshooting issues in an enterprise setting.

Technical

Skills:

• Demonstratedexpertisein core Microsoft technologies such as Active Directory, SharePoint, Exchange, and Windows Server, including deployment, administration, and advanced troubleshooting.
• Experience troubleshooting and isolating issues in local, cloud, and hybrid environments, including Azure services (e.g., Azure Active Directory, Azure Virtual Machines) and collaboration tools (e.g., Teams, Outlook, One Drive).
• Proficiency in writing and troubleshooting scripts in Power Shell, Bash, Python, or similar scripting languages.
• Advanced understanding of networking concepts (e.g., IP addressing, DNS, DHCP, VPNs) with hands-on experience in network troubleshooting and configuration in enterprise environments.

Certifications:

• Mustpossessa DoD 8140-compliant certification enabling privileged access on a National Security System (NSS) at the time of application. Acceptable certifications include:
• CompTIA Security+ CE
• Certified Ethical Hacker (CEH)
• CompTIACySA+
• Or an equivalent DoD 8140-compliant certification.

Note:
There is no grace period for obtaining certifications.

Other Requirements:

• Proven ability to communicate clearly and effectively, both verbally…