Service Desk Specialist

OneZero Solutions•Alexandria, VA

12d•Onsite

About The Position

OneZero Solutions is hiring a Service Desk Specialist to support our 185+ employee team from our Alexandria office. This is a deliberately designed growth role. You will start by owning day-to-day IT support and asset management, and you will be trained directly by our Director of Information Technology toward broader ownership of our service management, quality, and security compliance functions over time. We are not looking for someone who already knows all of this. We are looking for someone who is technically curious, careful with details, genuinely enjoys helping colleagues solve problems, and wants to build a career rather than work a queue. If that is you, we will invest in getting you there. Roughly one fifth of your scheduled time is protected for structured training and development, not squeezed in around ticket volume. That includes cross-training on the service management and audit practices that support our CMMI Maturity Level 3 appraisal and our ISO 20000-1, ISO 9001, and ISO 27001 registrations, and hands-on participation in the AI tooling we are building on top of our own service desk data.

Requirements

Associate's degree in information technology or a related field, or a high school diploma plus a relevant technical certification, or equivalent practical experience
Zero to two years of IT support experience, including internships, coursework labs, or comparable hands-on work
Working familiarity with the Windows desktop environment and Microsoft 365 end-user applications
Demonstrated troubleshooting methodology, meaning you can explain how you isolate a problem, not just that you fixed one
Ability to work onsite in Alexandria, VA a minimum of four days per week
Clear written and verbal communication with non-technical colleagues, including patience under pressure
Strong organizational habits and reliable follow-through on open items
Detail-oriented approach to documentation and record keeping
Willingness to ask questions early rather than stall quietly
Ability to maintain confidentiality and exercise discretion
Genuine interest in learning service management, quality, and security compliance practice

Nice To Haves

CompTIA A+, Microsoft MS-900, or Microsoft MD-102
Exposure to Microsoft Intune or Endpoint Manager
Experience using a ticketing or service management system in any capacity
Curiosity about scripting or automation such as PowerShell, Python, or Power Automate
Interest in AI tooling and how it can be applied to real operational problems
Prior work or internship experience in government contracting

Responsibilities

Serve as first point of contact for IT support requests across the company
Intake, categorize, prioritize, and resolve tier-one incidents and service requests
Escalate appropriately to the Director of Information Technology with clear documentation of what you tried
Document resolutions so the next person does not have to solve the same problem twice
Coordinate IT provisioning for new hires including accounts, access, and equipment
Execute offboarding steps including access revocation and equipment recovery
Image and enroll devices through Microsoft Intune and Endpoint Manager
Maintain accurate hardware and software inventory records
Support device refresh planning and secure disposition
Write and maintain knowledgebase articles in plain language
Keep ticket categorization and records clean enough to be audit-ready
Collect service level data that feeds monthly service reporting
Learn and apply the documentation practices required by our quality and security frameworks
Participate in structured cross-training with the Director of Information Technology on service management, quality, and security compliance duties
Contribute to AI tooling work including service desk dataset hygiene, testing AI-assisted triage and knowledge search, and gathering user feedback
Build toward independent ownership of service reporting, tool administration, and compliance evidence as capability is demonstrated