Service Desk Technician in Herndon

The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus on shift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools., · Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals

· Perform advanced first-level troubleshooting across endpoints, applications, and access management

· Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2

· Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)

· Identify repeat issues and contribute to automation opportunities and process improvements

· Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices

· Actively promote and guide users toward self-service capabilities and automation tools

· Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance

· Ensure accurate, detailed, and standardized documentation of all incidents and requests

· Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations

· Participate in continuous improvement initiatives, including problem management and root cause analysis

· 1-3 years of experience in a service desk or technical support role

· Strong working knowledge of:

o Windows OS and endpoint environments

o Microsoft 365 / cloud-based collaboration tools

o Active Directory / and access management

· Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)

· Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently

· Strong written and verbal communication skills.

Qualifications

· Industry certifications (e.g., CompTIA A+, HDI Support Center Analyst, ITIL Foundation)

· Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field ()

· Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)

· Exposure to remote monitoring and management (RMM) tools

· Experience in a Knowledge-Centered Service (KCS) environment