Junior Service Desk Technician (Tier 1 ​/ Junior IT Specialist

Junior Service Desk Technician

Ignite IT is seeking a Junior Service Desk Technician to support the U.S. Department of the Treasury Enterprise Service Desk. This is an excellent opportunity for an early-career IT professional looking to build hands-on experience supporting enterprise users in a federal environment.

As a member of the Service Desk team, you'll serve as the first point of contact for end users experiencing technical issues. You'll troubleshoot common hardware, software, account, and connectivity problems while delivering exceptional customer service and documenting all work within Service Now. This role offers exposure to enterprise technologies, established IT service management processes, and opportunities for professional growth.

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system
• Create, update, prioritize, and manage incidents within Service Now
• Provide timely, professional customer service while maintaining established service level agreements (SLAs)
• Troubleshoot and resolve Tier 1 technical issues involving:
• Windows operating systems
• Microsoft Office 365 applications (Outlook, Teams, One Drive, SharePoint)
• Password resets and account lockouts
• Laptop, docking station, printer, and peripheral issues
• Network and Wi-Fi connectivity
• Remote access technologies including VDI and Zscaler
• Mobile devices including iPhone and iPad
• Follow documented troubleshooting procedures and knowledge base articles
• Escalate complex issues to Tier 2 support teams when appropriate
• Document troubleshooting steps and resolutions accurately
• Collaborate with senior technicians to resolve escalated issues
• Maintain quality standards while working in a fast-paced service desk environment

• Service Desk Hours of Operation are between 7 AM – 10 PM ET
• Work schedules will fall within these operating hours and may be adjusted based on mission requirements.