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

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Demonstrates proficiency in providing technical support and troubleshooting for Windows operating systems and Microsoft Office/Microsoft 365 applications, while maintaining a customer-focused approach in a fast-paced environment. Possesses the ability to effectively log and manage incidents within ITSM platforms and adhere to established service desk processes.

Highest-signal resume keywords

IT Support ExperienceWindows Operating SystemsMicrosoft Office / Microsoft 365IAT Level I CertificationCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident ManagementService Request ManagementBasic NetworkingVPN ConnectivityAccount Access ManagementHardware SupportSoftware SupportIT Ticketing Concepts

Soft Skills

Strong Communication SkillsTeam CollaborationOrganizational SkillsAttention to DetailWillingness to Learn

Tools & Technologies

ITSM PlatformTicketing SystemRemote Access ToolsPeripheral DevicesKnowledge Base Management

Certifications & Qualifications

ACTIVE Secret Security ClearanceCompTIA A+ CertificationDoD 8570 / 8140 IAT Level I CertificationITIL v4 Foundation Certification

Industry Keywords

Federal Government EnvironmentCustomer SatisfactionService DeliveryCybersecurity 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, 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

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+ certification
Preferred: ITIL v4 Foundation certification
Preferred: Experience using ITSM/ticketing platforms

Benefits

Comp & perks

Equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, or genetics
Training and mentorship activities to develop technical and customer service skills