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# Service Desk Technicians (Tier I

- **Company:** Blue Rose Consulting Group
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Issue Tracking Systems, Microsoft Servers, Remote Service Software, Data Logging, Servicenow
- **Published:** September 24, 2026
- **Apply:** https://www.juju.com/job/16_fe9495a93

## About the Role

* 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.

## Description

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.


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