Service Desk Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Address advanced Tier 1 issues, which include authentication challenges, access requests, application troubleshooting, and configuration inquiries.

• Conduct thorough ticket triage by collecting necessary details, verifying user information, and accurately categorizing issues.

• Implement knowledge base procedures, standard operating procedures (SOPs), and troubleshooting workflows.

• Forward incidents to Tier 2/3 teams when issues surpass Tier 1 capabilities, ensuring complete documentation and a smooth transition.

• Evaluate tickets for accuracy, completeness, and compliance with service desk standards.

• Aid in SSO/MFA troubleshooting, account unlocks, and user provisioning challenges.

• Facilitate issue identification and trend analysis by tagging incidents and reporting recurring issues.

• Engage with users to provide updates, instructions, and guidance.

• Contribute to the maintenance and improvement of knowledge base articles and SOPs.

• Work alongside Team Leads and Shift Supervisors to manage workload and uphold SLA compliance.

• Maintain operational awareness of ticket queues, priority incidents, and significant events.

• Support daily IT operations within a large federal and DoD-aligned mission environment.

⛳️ Requirements

• Possess an active Secret security clearance backed by a Tier 3 background investigation.

• Hold a High School Diploma or equivalent qualification.

• Have 2–4 years of experience in IT help desk or customer support roles.

• Demonstrate experience in advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.

• Proven ability to document incidents accurately and thoroughly within an ITSM tool.

• Familiarity with modifying and adhering to knowledge base articles or SOPs.

• Knowledgeable in user account management, SSO, MFA, and authentication workflows.

• Comfortable troubleshooting common workstation, browser, and application issues.

• Strong grasp of ITSM practices and ticket lifecycle processes.

• CompTIA Security+ certification required within 60 days of employment commencement.

• Excellent customer service skills.

• Exceptional verbal and written communication skills.

• Strong attention to detail, particularly in documenting incidents and updating tickets.

• Ability to adhere to structured troubleshooting steps and SOP-driven workflows.

• Capable of multitasking in a fast-paced, SLA-driven service environment.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.