InquisIT

General

• Serve as the first point of contact for end-user technical support requests via phone, email, chat, or ticketing system
• Log, categorize, prioritize, and track incidents and service requests within the ITSM platform
• Provide first-contact resolution for routine hardware, software, account access, and connectivity issues
• Troubleshoot Windows operating systems, Microsoft Office/Microsoft 365 applications, password resets, account lockouts, VPN and remote access connectivity, printers, peripheral devices, and basic network connectivity
• Escalate unresolved or higher-severity issues to Tier 2 or Tier 3 support teams
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket updates
• Assist with maintaining and updating internal knowledge base articles and standard operating procedures
• Follow established service desk processes, SLAs, and cybersecurity procedures
• Provide professional, courteous, and customer-focused support to users at all organizational levels
• Participate in training and mentorship activities
• Support end users in a fast-paced federal government environment and help ensure customer satisfaction and service delivery

Service Desk Specialist – Tier 1

• Serve as the first point of contact for end-user technical support requests via phone, email, chat, or ticketing system
• Log, categorize, prioritize, and track incidents and service requests within the ITSM platform
• Provide first-contact resolution for routine hardware, software, account access, and connectivity issues
• Troubleshoot Windows operating systems and Microsoft Office / Microsoft 365 applications
• Resolve password resets, account lockouts, VPN and remote access connectivity, printer and peripheral issues, and basic network connectivity problems
• Escalate unresolved or higher-severity issues to Tier 2 or Tier 3 support teams
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket updates
• Assist with maintaining and updating internal knowledge base articles and standard operating procedures
• Follow established service desk processes, SLAs, and cybersecurity procedures
• Provide professional, courteous, and customer-focused support to users at all organizational levels
• Participate in training and mentorship activities
• Provide occasional after-hours support