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# Sr Enterprise Service Desk

- **Company:** TEKSYSTEMS INC.
- **Location:** Reston, VA, United States
- **Experience:** Expert
- **Salary:** $71,677.0
- **Contract:** Contract
- **Skills:** Multitier Architecture, Microsoft Windows, Access Network, Active Directory, Cyber Security, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Remote Access Technology, Remote Service Software, Office365, User Administration, User Accounts
- **Published:** July 23, 2026
- **Apply:** https://www.dice.com/job-detail/57d26c02-54da-40be-9de5-b69b8c3766a1

## About the Role

****This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)****

## Description

Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
Troubleshoot and resolve issues involving:
Windows operating systems
Microsoft 365 applications
Active Directory user accounts
VPN connectivity
Network access
Mobile devices
Printers and peripheral equipment
Create, update, document, and close tickets within the organization's IT Service Management platform.
Escalate unresolved incidents to appropriate Tier II, Tier III, or engineering teams while maintaining ownership and communication with customers.
Perform password resets, account provisioning, access management, and user onboarding/offboarding support.
Monitor ticket queues to ensure service requests are addressed within established SLA requirements.
Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
Support enterprise cybersecurity requirements by following established security policies and procedures.
Collaborate with internal teams to identify recurring issues and recommend process improvements.
Participate in shift rotations, after-hours support, or on-call activities as required.
Skills
Help desk support, Help desk, Service desk, Troubleshooting, Active directory, Technical support, Phone support
Top Skills Details
Help desk support,Help desk,Service desk,Troubleshooting,Active directory,Technical support,Phone support
Additional Skills & Qualifications
Working knowledge of:
Microsoft Windows 10/11
Microsoft 365 Suite
Active Directory
Exchange Online
VPN technologies
Remote support tools


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