Service Desk Specialist Tier I; TSI

Job Details:

Job Location:

Washington Headquarters - Washington, DC, Position Type:
Full Time, Salary Range: $35.00 - $35.00

Hourly,

• Serves as the first point of contact for all IT incidents and service requests submitted through authorized intake channels (phone, email, self-service portal, chat, and walk- up). Receives, logs, categorizes, and prioritizes incidents and service requests using the agency’s IT Service Management (ITSM) tool (Ivanti). Performs initial diagnosis and troubleshooting of hardware, software, network connectivity, VPN, email, Active Directory, and enterprise application issues.
  
  Resolves Tier I incidents at first contact where possible, applying documented procedures, knowledge base articles, and standard operating procedures (SOPs). Accurately records all troubleshooting steps, resolutions, and user communications in the ITSM ticket system to maintain a complete audit trail. Escalates unresolved incidents to Tier II support or appropriate functional teams with thorough documentation of diagnostic steps taken and relevant technical details.
  
  Monitors ticket queues to ensure service level agreement (SLA) compliance for response and resolution times. Performs password resets, account unlocks, and basic provisioning tasks within Active Directory, Microsoft 365, and other identity management systems.

• Provides professional, courteous, and timely customer service to all USAGM & VOA employees, and contractors across domestic and international locations. Communicates technical information clearly and effectively to users with varying levels of technical proficiency. Follows up with users to confirm incident resolution and ensure customer satisfaction. Supports the creation and distribution of IT House Announcements during service-impacting incidents and planned maintenance windows.
  
  Assists with onboarding and offboarding activities, including equipment issuance, account provisioning, initial system orientation, and asset recovery. Maintains a professional demeanor in high- pressure situations involving critical outages or frustrated users while adhering to agency communication standards.

• Provides technical support for Windows and macOS desktop environments, Microsoft 365 suite (Outlook, Teams, SharePoint, One Drive), VPN connectivity (Cisco Any Connect), PIV/CAC authentication, multi-factor authentication (MFA), mobile device support, and enterprise printing. Supports the deployment, configuration, and basic troubleshooting of agency-issued hardware including desktops, laptops, monitors, peripherals, and mobile devices. Assists with conference room and audio/visual technology setup and troubleshooting for meetings, town halls, and broadcast-related events.
  
  Executes standard change requests including software installations, system updates, and configuration changes in accordance with approved change management procedures. Supports IT asset management by tracking equipment assignments, performing inventory audits, and maintaining accurate asset records in the ITSM system.

• Creates, updates, and maintains knowledge base articles, standard operating procedures, and troubleshooting guides to support consistent Tier I resolution and reduce escalation rates. Documents recurring issues and patterns to support Problem Management processes and identify opportunities for proactive resolution. Contributes to the development of user-facing self-service documentation, FAQs, and quick reference guides. Participates in knowledge transfer sessions and team training to maintain current technical proficiency across supported…