Service Desk Agents – Tier 1 (DW2603HTC)

Datawiz•Washington, DC

2d•$45,000 - $60,000•Hybrid

About The Position

Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 1. This position is contingent upon contract award and multiple positions are available. The role is located in Washington, DC, with a hybrid work model that includes onsite support at the client site and approved telework once the role can be performed in a hybrid capacity. Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. The Tier 1 Service Desk Agent provides frontline technical support within a 24/7 hybrid Service Desk environment supporting a distributed Government enterprise.

Requirements

Three (3) years' Service Desk experience.
One (1) year supporting macOS.
Experience supporting Microsoft 365.
Experience supporting VPN and secure connectivity tools.
Familiarity with enterprise ticketing systems.
Basic understanding of device inventory tracking processes.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds when supporting onsite hardware needs.
Must be a U.S. Citizen.
Must be eligible to obtain and maintain a Public Trust clearance.
Must successfully complete required background investigation and security training.

Nice To Haves

ITIL Foundation certification.
Experience supporting large, distributed enterprise environments.
Experience supporting transition or surge operations.

Responsibilities

Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
Log and manage service tickets in the ITSM platform.
Troubleshoot Windows, macOS, and Microsoft 365 applications.
Support mobile device configuration and troubleshooting.
Administer user accounts and access changes.
Support secure VPN connectivity.
Escalate complex issues appropriately.
Assist with asset tracking updates and device inventory documentation.
Support device deployment, refresh, and return processes.
Maintain compliance with Government security and data handling requirements.