Service Desk Specialist - Tier I
About The Position
National Capitol Contracting is seeking a Service Desk Specialist - Tier I to join our team in support of the U.S. Patent and Trademark Office (USPTO). The USPTO fosters innovation and economic growth by administering the nation's patent and trademark systems. This position serves as the primary customer support resource for Microsoft 365 collaboration services and performs first-line operational support for SharePoint Online, Microsoft Teams, OneDrive for Business, and other approved collaboration capabilities. The Service Desk Specialist Mid responds to customer inquiries, resolves incidents, coordinates escalations, documents support activities, and supports production operations.
Requirements
- Experience providing enterprise service desk or customer support for Microsoft 365 collaboration technologies.
- Experience supporting SharePoint Online, Microsoft Teams, OneDrive for Business, and Microsoft 365 applications.
- Experience utilizing ServiceNow or another enterprise IT service management platform.
- Experience documenting incidents, service requests, and technical procedures.
- Strong customer service, communication, troubleshooting, and organizational skills.
Nice To Haves
- Microsoft 365 Certified: Fundamentals (MS-900).
- ITIL Foundation certification.
- Experience supporting Microsoft 365 within a Federal Government environment.
- Experience supporting enterprise collaboration platforms.
Responsibilities
- Provide direct customer support to Microsoft 365 collaboration tool owners, site owners, group members, and end users through phone, email, ServiceNow, and other approved support channels.
- Respond to customer inquiries regarding SharePoint Online, Microsoft Teams, OneDrive for Business, Power Platform, and other Microsoft 365 collaboration services while meeting established service level objectives.
- Troubleshoot and resolve end-user incidents involving collaboration tools and coordinate escalated issues with engineering and technical support personnel.
- Track incidents, service requests, and problem tickets utilizing the agency ServiceNow platform and maintain accurate documentation of all support activities.
- Provide functional guidance on Microsoft 365 collaboration capabilities, available features, governance requirements, and approved collaboration solutions.
- Coordinate communications between customers and technical teams throughout the lifecycle of incidents and service requests.
- Develop and maintain knowledge articles, user documentation, frequently asked questions, and end-user training materials supporting collaboration services.
- Support SharePoint site requests, permissions, collaboration workspaces, and basic administrative activities in accordance with established procedures.
- Identify recurring issues, recommend process improvements, and contribute to continuous improvement of collaboration support services.
- Prepare operational metrics, ticket summaries, and activity reports supporting Government reporting requirements.
- Other duties as assigned.
Benefits
- NCC provides reasonable accommodations to qualified individuals with disabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
