Service Desk Agents – Tier 1 (DW2603HT)
About The Position
Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 1. ~~~ Position contingent upon contract award ~~~ Multiple positions available. Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. Datawiz Company Description 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. Job Description 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.
Benefits
- Medical
- Dental
- Vision
- Flexible Spending Account
- Health Savings Account
- Life and AD&D
- Short-Term Disability
- Long-Term Disability
- 401(k)
- Tuition Assistance
- Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
