IT Service Desk Agent

Job Description

Our Client is looking for a Level 1.5 IT Support Technician to provide direct technical support to end users within a high-volume service center environment. This individual will help troubleshoot and resolve common Windows, hardware, networking, application, and mobile-device issues through phone, chat, and other support channels. The team is focused on standardizing its service center model, improving the end-user experience, and reducing mobile-related support volume.

New hires will receive approximately six weeks of structured onboarding and account-specific training covering the client’s systems, workflows, troubleshooting procedures, and support processes. The ideal candidate will bring a strong technical foundation, customer service skills, and the ability to quickly learn new systems in a structured support environment

Skills and Requirements

• 3+ years of IT Service Desk, Help Desk, Desktop Support, or equivalent hands-on technical support experience, or a relevant degree/certification combination.
• Strong Windows desktop troubleshooting experience.
• Experience troubleshooting PC hardware and peripherals.
• Working knowledge of TCP/IP and basic network connectivity troubleshooting.
• Experience supporting Microsoft Outlook and Microsoft Office, including Word, Excel, and PowerPoint.
• Experience troubleshooting common web browser issues, including Chrome and Firefox.
• Basic understanding of Windows Active Directory and domain concepts.
• Experience supporting mobile devices in an enterprise environment.
• Experience taking inbound technical support requests through phone, chat, email, or ticket queues.
• Ability to independently troubleshoot issues, document incidents, and escalate unresolved problems appropriately.
• Strong customer service and communication skills with the ability to support users across different levels of technical knowledge.
• Must be flexible with scheduling: Saturday through Tuesday, four 10-hour shifts.
• Ability to learn new and client-specific systems during approximately six weeks of training.
• Must meet requirements to work within the client's federal environment.
• CompTIA A+, Network+, HDI, or Microsoft certification.
• ITIL experience or certification. The formal JD specifically lists ITIL v3 as a plus.
• Previous experience working within a federal, government, defense, or highly regulated environment.
• Active security clearance or previous cleared experience.
• Experience with BitLocker or similar endpoint/disk encryption technologies.
• Experience supporting mobile device management environments.
• Exposure to infrastructure support beyond basic Tier 1 troubleshooting.
• Experience in a high-volume enterprise service desk or call center.
• Experience supporting users through multiple channels, particularly phone and chat.
• Experience working against metrics such as first-call resolution, SLA, average handle time, or CSAT. The JD expects tasks to average 4 to 12 minutes.
• Experience assisting with training or mentoring other service desk agents.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].