> Markdown version of [/jobs/ext/2705632-service-desk-technician-in-herndon](https://www.wearedevelopers.com/jobs/ext/2705632-service-desk-technician-in-herndon). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Technician in Herndon

- **Company:** Energy Jobline
- **Location:** Herndon, VA, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Cloud Computing, Collaborative Software, Identity and Access Management, System Center Configuration Manager, Microsoft InTune, Information Technology, Casper Suite, Servicenow
- **Published:** September 4, 2026
- **Apply:** https://www.energyjobline.com/job/service-desk-technician-herndon-31463848

## About the Role

· 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

## Description

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


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray)
- [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software)
- [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks)

## Related Articles

- [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)