Service Desk Technician

Serve as the first point of contact for users seeking technical assistance via phone, email, and web support. Respond to customer inquiries by identifying issues, troubleshooting Level 1 technical problems, and resolving incidents whenever possible. Create, update, and manage support tickets within the organization’s ticketing system. Diagnose and troubleshoot issues related to hardware, software, operating systems, applications, desktops, laptops, mobile devices, printers, and telecommunications equipment. Escalate unresolved issues to the appropriate support teams while ensuring complete and accurate documentation. Monitor assigned tickets, provide regular status updates, and communicate effectively with users throughout the support process. Coordinate hardware warranty replacements and assist with determining when equipment replacement is appropriate. Verify issue resolution with users before closing support tickets. Maintain accurate records of troubleshooting steps, resolutions, and customer communications. Deliver professional, courteous customer service and maintain strong verbal and written communication with end users.

US Citizenship and active Secret or Top Secret clearance. Associate degree in Computer Science, Information Technology, Information Systems, Engineering, Software Engineering, Business, Mathematics, Natural Sciences, Social Sciences, or a related technical field, or completion of an accredited technical training or certification program. No prior professional experience is required. This is an entry-level opportunity. Two (2) years of relevant technical support experience may be substituted for the educational requirement.

Preferred Skills: Strong customer service and interpersonal communication skills. Basic understanding of Windows operating systems, computer hardware, and common software applications. Familiarity with troubleshooting desktops, laptops, printers, and mobile devices. Ability to diagnose technical issues, prioritize work, and follow established support procedures. Experience using or willingness to learn IT service management (ITSM) or ticketing systems. Ability to work independently while collaborating effectively with technical support teams.