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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - Tier 1.5 - TS/SCI - **Company:** DUNHILL PROFESSIONAL SEARCH - **Location:** Lorton, VA, United States - **Experience:** Expert - **Salary:** $107,000.0 - $117,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, JIRA, Microsoft Azure, Bash Shell, Microsoft Outlook, Cloud Computing, Collaborative Software, CompTIA Network+, CompTIA Security+, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, IP Addressing, Intrusion Detection and Prevention, Virtual Private Networks (VPN), Python (Programming Language), Network Troubleshooting, Microsoft Software, Windows Servers, Windows PowerShell, Azure Active Directory, Security Software, Microsoft SharePoint, Software Engineering, Virtual Machines, Scripting, Microsoft Onedrive, Information Technology, Vulnerability Analysis - **Published:** September 4, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9143156/service-desk-technician-tier-15-tssci ## About the Role * Minimum of five (5) years of experience in an IT support or customer service role with a strong emphasis on end-user satisfaction. * Five (5) years of hands-on experience supporting Microsoft Windows environments and troubleshooting issues in an enterprise setting. Technical Skills: * Demonstrated expertise in core Microsoft technologies such as Active Directory, SharePoint, Exchange, and Windows Server, including deployment, administration, and advanced troubleshooting. * Experience troubleshooting and isolating issues in local, cloud, and hybrid environments, including Azure services (e.g., Azure Active Directory, Azure Virtual Machines) and collaboration tools (e.g., Teams, Outlook, OneDrive). * Proficiency in writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages. * Advanced understanding of networking concepts (e.g., IP addressing, DNS, DHCP, VPNs) with hands-on experience in network troubleshooting and configuration in enterprise environments. Certifications: * Must possess a DoD 8140-compliant certification enabling privileged access on a National Security System (NSS) at the time of application. Acceptable certifications include: * CompTIA Security+ CE * Certified Ethical Hacker (CEH) * CompTIA CySA+ * Or an equivalent DoD 8140-compliant certification. Note: There is no grace period for obtaining certifications. Other Requirements: * Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset. * Strong analytical and problem-solving skills with high attention to detail. * Must be a U.S. Citizen (dual citizenship is not permitted). * Must possess a valid U.S. Passport for citizenship validation. * Ability to thrive in a fast-paced, high-visibility environment with a demonstrated capacity for rapid learning and adaptability. Preferred Qualifications: Education: * Associate or Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent foundational knowledge in software development or scripting. Certifications: * Microsoft Azure technical certifications (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services. * ITIL Foundation Certification or understanding of IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery. * CompTIA Network+ or equivalent networking certifications. Technical Knowledge: * Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration. * Knowledge of cybersecurity frameworks (e.g., NIST, RMF, FedRAMP) and experience with cybersecurity tools (e.g., vulnerability scanning, intrusion detection, endpoint security). Security Clearance: * Active TS/SCI clearance required at the time of application. * Candidates must be willing to undergo a polygraph examination if required. Additional Notes: * This position is based in Lorton, VA, transitioning to Reston, VA by the end of the year. * Candidates must be willing to commute locally (No remote work). * This role does not include a grace period for obtaining required certifications or a TS/SCI clearance. All qualifications must be met prior to application submission. #cjpost ## Description We are seeking a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. This role is ideal for IT professionals with foundational experience who are ready to take on more advanced technical challenges. As a Tier 1.5 Service Desk Technician, you will go beyond basic troubleshooting by addressing more complex technical issues, supporting cloud-based systems, and escalating incidents only when necessary. You will play a key role in ensuring seamless operations, delivering exceptional service to end users, and contributing to the secure and efficient functioning of critical systems., * Serve as the first point of contact for technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience by providing prompt and effective solutions. * Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring compliance with established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) (e.g., 90% first-call resolution, 95% SLA compliance). * Troubleshoot and resolve Tier 1.5-2.0+ level issues related to Azure services, Microsoft Windows environments, and collaboration tools (e.g., Microsoft Teams, Outlook, OneDrive). Escalate more complex incidents to higher-tier support teams as necessary. * Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution and improve team efficiency. * Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery. * Assist users in navigating the secure Azure enterprise environment, offering technical guidance to enhance end-user confidence and reduce repeat issues. * Develop and execute PowerShell scripts to automate routine tasks, streamline workflows, and support system management. * Support compliance with DoD security policies, procedures, and protocols to maintain a secure IT environment. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Old tools, new tricks](https://www.wearedevelopers.com/videos/1916-old-tools-new-tricks) - [JavaScript? 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