Tier 1 Service Desk Specialist

Role overview

Provide first-line technical support for an enterprise service desk serving government users. The role combines phone, email, portal, chat, and walk-in support with disciplined incident, problem, and service-request management. You will diagnose common workplace technology issues, keep users informed, meet service targets, and retain ownership until the request is resolved or properly escalated.

• Receive support requests through approved channels, create accurate ITSM tickets, categorize impact and priority, and maintain complete updates against service-level commitments.
• Provide live assistance during normal working hours, attempt first-contact resolution, and elevate unresolved issues to the appropriate support team while tracking progress.
• Manage incidents, critical events, problems, and service requests through closure, confirming with users that service has been restored before closing tickets.
• Review incident trends, identify recurring causes, create linked problem records, and update related incidents when the underlying problem is resolved.
• Provide remote desktop configuration and troubleshooting assistance, application how-to support, and help with Microsoft 365, collaboration tools, and assistive technologies.
• Notify users about planned maintenance and outages, and support meeting scheduling and basic usage for approved online collaboration platforms.

• High school diploma or GED.
• Working knowledge of Microsoft 365 applications including Outlook, Word, Excel, Teams, and One Drive, plus Windows 10/11.
• Familiarity with Active Directory tasks such as password resets, account unlocks, and basic account updates.
• Understanding of common desktop hardware, VPN and Wi‑Fi troubleshooting, and basic TCP/IP concepts.
• Experience with Service Now or an equivalent IT service‑management ticketing system.
• Strong written and verbal communication, accurate documentation, organization, multitasking, and the ability to explain technical issues to non-technical users while handling high call volumes.

• CompTIA A+, HDI Support Center Analyst, ITIL 4 Foundation, or Microsoft 365 Fundamentals certification.

• Full-time, hourly position.
• Eligibility requires U.S. citizenship or lawful permanent residence held for at least three years, together with federal tax compliance.