Job Title: Service Desk Analyst (Tier 1 IT Support)
Location: 820 Follin Lane SE Vienna, VA 22180,
Pensacola, FL | Vienna, VA | Winchester, VA (Hybrid)
Employment Type: Contract
Interview Process: Interviews will be conducted in person at the selected campus location
Work Schedule: Monday – Friday | 8am – 4:30pm EST |
Training:
- Mandatory two-week onsite training
- Monday – Friday, 8:00 AM – 4:30 PM EST
- Training will be conducted at the selected campus location
Work Environment:
This is a hybrid position with the flexibility to work from one of three campus locations. Candidates should be prepared to maintain an onsite presence of approximately 12 days per month.
The Service Desk operates in a fast-paced, customer-focused environment supporting enterprise technology services. As the first point of contact for IT support, the team is responsible for resolving technical issues, responding to service requests, and ensuring a high level of customer satisfaction through timely issue resolution and effective communication.
The ideal candidate is adaptable, customer-oriented, and capable of multitasking across multiple systems and applications while delivering exceptional technical support.
Key Responsibilities:
- Serve as the first point of contact for IT support by responding to inbound technical support calls.
- Provide support through web queues, email, and outbound communications.
- Troubleshoot and resolve technical issues using available resources and knowledge bases.
- Document incidents, requests, and resolutions accurately using enterprise systems and standard office applications.
- Escalate complex issues to appropriate support teams when necessary.
- Participate in weekly staff and mentoring meetings.
- Maintain adherence to established service levels, operational procedures, and organizational policies.
- Contribute to continuous improvement initiatives and perform additional duties as assigned.
Required Qualifications:
- 1–5 years of experience in Information Technology or Technical Support.
- Understanding of IT concepts, terminology, and enterprise support environments.
- Basic troubleshooting and problem-solving skills.
- Experience handling routine technical, operational, or administrative issues.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Strong organizational, time management, and multitasking abilities.
- Ability to work both independently and collaboratively in a team environment.
- Proficiency with Microsoft Office applications and standard business tools.
Preferred Qualifications:
- 3+ years of Tier 1 Service Desk or Help Desk support experience.
- Call center or high-volume customer support experience.
- Knowledge of ITIL best practices.
- Experience using IT service management or ticketing tools such as ServiceNow.
- Previous experience providing customer service in a fast-paced technical environment.