Service Desk Technicians (Tier I

Provide reliable Tier I help desk and service desk support for Department of State personnel across global facilities and enterprise IT environments. This position serves as the primary point of contact for end-user IT inquiries, supporting domestic and overseas users with initial incident triage, technical troubleshooting, service request fulfillment, and timely issue escalation. This is a contingent position based on contract award and final customer requirements. What You’ll Do

• Serve as the initial contact for end users requesting technical assistance, logging all incoming incidents and service requests accurately in the ticketing system.
• Perform initial triage, basic troubleshooting, and resolution for endpoint, software, account access, and technical support inquiries.
• Utilize enterprise IT service management tools, with an emphasis on ServiceNow, to document user interactions, track incident status, and ensure prompt resolution.
• Follow established incident management procedures to escalate unresolved or complex technical issues to Tier II/Tier III support teams.
• Deliver exceptional, customer-focused communication and technical support to end users across all communication channels.

• 2+ years of direct IT help desk or service desk support experience.
• Hands-on proficiency with enterprise ticketing systems, with a strong preference for ServiceNow experience.
• Demonstrated strong customer service, problem-solving, and verbal/written communication skills.
• Proven experience with standard incident triage, logging, prioritization, and escalation workflows.
• Active Secret security clearance., * Experience supporting Department of State, Bureau of Diplomatic Technology, or other Federal IT environments.
• CompTIA A+, Network+, ITIL Foundation, or equivalent industry certifications.
• Familiarity with remote support tools, Microsoft environment support, and standard Government-furnished equipment procedures.

Compensation will be commensurate with experience, qualifications, assigned work location, and final contract requirements. Blue Rose offers a competitive benefits package for eligible full-time employees. Specific compensation and benefit details will be provided during the recruiting process.