Service Desk Agents \u2013 Tier 1 with Security Clearance

GTSC seeks experienced and motivated Service Desk Agents, Tier 1. ~~~ Position contingent upon contract award ~~~ Multiple positions available.

Location:

Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. GTSC delivers secure, ITIL-aligned Tier 1u20133 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.

Job Description The Tier 1 Service Desk Agent provides frontline technical support within a 24/7 hybrid Service Desk environment supporting a distributed Government enterprise. Responsibilities:
• Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
• Log and manage service tickets in the ITSM platform.
• Troubleshoot Windows, macOS, and Microsoft 365 applications.
• Support mobile device configuration and troubleshooting.
• Administer user accounts and access changes.
• Support secure VPN connectivity.
• Escalate complex issues appropriately.
• Assist with asset tracking updates and device inventory documentation.
• Support device deployment, refresh, and return processes.
• Maintain compliance with Government security and data handling requirements. Required Skills
• Three (3) yearsx
27 Service Desk experience.
• One (1) year supporting macOS.
• Experience supporting Microsoft 365.
• Experience supporting VPN and secure connectivity tools.
• Familiarity with enterprise ticketing systems.
• Basic understanding of device inventory tracking processes.
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs. Preferred Skills
• ITIL Foundation certification.
• Experience supporting large, distributed enterprise environments.
• Experience supporting transition or surge operations. Background Investigation Requirements
• Must be a U.S. Citizen.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Must successfully complete required background investigation and security training. Benefits BENEFITS - Full-time Employees
• Health and Dental Insurance
• Group Life insurance
• Short-term Disability
• 11 Paid Federal Holidays
• 401(k) GTSC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. GTSC participates in the E-Verify program in all locations as required by law.

Learn more about the E-Verify program.