Enterprise Service Desk

We are seeking Enterprise Service Desk (ESD) Technicians to provide Tier 1 and Tier 2 technical support in support of a Department of Defense enterprise environment. This role supports a large, mission-critical user base, including both military personnel and civilians, and focuses on delivering timely, effective IT support for end users. This program is long-term and fully funded, with strong team stability and growth opportunities., * Provide technical support for end users across laptops, desktops, printers, mobile devices, and other network-connected equipment

• Troubleshoot software and hardware issues related to operating systems, Microsoft Office applications, and enterprise tools
• Support connectivity and access issues, including network and authentication problems
• Handle service desk tickets, calls, and issue documentation in accordance with service level objectives
• Execute troubleshooting scripts and follow established ITIL-based processes
• Collaborate with government personnel and internal technical teams to resolve issues efficiently
• Ensure accurate documentation of incidents, troubleshooting steps, and resolutions

Tier Responsibilities

• Mid-Level: Tier 1 Service Desk support, focused on first-call resolution and escalation as needed
• Senior-Level: Tier 2 support, handling more complex troubleshooting and mentoring junior staff, * After approximately 3-6 months, opportunities may be available to move to other shifts based on performance and availability
• The team environment is flexible and supportive regarding shift transitions

Team & Program Highlights

• Established, experienced service desk team supporting a major DoD enterprise mission
• Long-term program stability with multiple years remaining
• Onsite collaboration with a large technical support organization

• Minimum 1 year of IT support experience (mid-level candidates may be considered with less experience)
• Experience with troubleshooting, ticketing systems, and customer-facing IT support
• DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+)
• No degree required
• Strong communication skills and customer service mindset

Clearance Requirements

• Must possess an active Secret security clearance