Service Desk Specialist – Tier 1

InquisIT

. Serve as the first point of contact for end-user technical support requests via phone, email, chat, or ticketing system .

Posted 9/23/2026full-timeAlexandria • Virginia • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in providing technical support for hardware and software issues, with a strong focus on customer service and effective communication. Capable of utilizing ITSM platforms for incident management and maintaining documentation while adhering to established service desk processes.

Highest-signal resume keywords

IT Support ExperienceActive Secret Security ClearanceDoD 8570 / 8140 IAT Level I CertificationWindows Operating Systems TroubleshootingMicrosoft Office / Microsoft 365 Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportTroubleshootingIncident ManagementService Desk ProcessesWindows Operating SystemsMicrosoft OfficeVPN ConnectivityNetwork ConnectivityTicketing SystemsCustomer Support

Soft Skills

Strong Communication SkillsTeam CollaborationOrganizational SkillsAttention to DetailWillingness to Learn

Tools & Technologies

ITSM PlatformsTicketing SystemsRemote Access ToolsPrintersPeripherals

Certifications & Qualifications

CompTIA A+ITIL v4 FoundationDoD 8570 / 8140 IAT Level I Certification

Industry Keywords

Technical SupportHelp DeskCustomer ServiceCybersecurity ProceduresService Level Agreements (SLAs)

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

0–2 years of IT support, help desk, customer service, or related technical experience
Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
ACTIVE Secret or higher security clearance required
Current DoD 8570 / 8140 IAT Level I certification required (e.g., A+, Network+)
Basic understanding of Windows desktop operating systems
Basic understanding of Microsoft Office / Microsoft 365
Basic understanding of IT ticketing and service management concepts
Basic understanding of customer support and troubleshooting methodologies
Strong verbal and written communication skills
Ability to work effectively in a team-oriented environment
Strong organizational skills and attention to detail
Willingness to learn and grow in a technical support environment
Ability to work fully on-site in Alexandria, VA
Occasional after-hours support
Preferred: CompTIA A+
Preferred: ITIL v4 Foundation certification
Preferred: Experience using ITSM/ticketing platforms

Benefits

Comp & perks

Equal employment opportunity protections
Training and mentorship activities
Opportunity to build foundational IT support experience
Professional development in technical support and customer service skills