Service Desk Agent - Tier 1

The Tier 1 Service Desk Agent provides frontline technical support within a 24/7 hybrid Service Desk environment supporting a distributed Government enterprise., * 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.

Do you have experience in macOS?, * Three (3) years' 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.

4.34.3 out of 5 stars Washington, DC 20565 Hybrid work $45,000 - $60,000 a year - Full-time, Pulled from the full job description

• Tuition reimbursement
• AD&D insurance
• 401(k)
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off