Tier 1 Service Desk Technician
About The Position
The Tier 1 Service Desk Technician provides front-line IT support and team leadership within a federal intelligence environment. This position is responsible for managing helpdesk operations, training and mentoring new team members, conducting quality assurance audits, administering user access and authentication systems, and resolving technical issues related to desktop operating systems and productivity suites. The role combines hands-on technical support with supervisory responsibilities including onboarding, process documentation, and coordination of system maintenance communications.
Requirements
- Active TS/SCI or Q/SCI security clearance
- Minimum 2 years of experience in IT service desk or helpdesk operations with BS/BA; or 6 years with HS Diploma/equivalent
- Experience in a team lead or supervisory capacity within an IT support environment
- Proficiency with Windows desktop operating systems (Windows 10/11) and enterprise productivity suites
- Experience with enterprise directory services for user account management and access provisioning
- Knowledge of multi-factor authentication systems and credential management
- Experience with IT service management (ITSM) ticketing systems
- Demonstrated ability to train and onboard new technical staff
- Strong written and verbal communication skills
- Experience conducting quality assurance audits on service desk operations
- Meticulous attention to detail and strong organizational skills
Nice To Haves
- Experience supporting Department of Energy or Intelligence Community clients
- Minimum 3 years of experience in IT service desk or helpdesk operations with BS/BA; 0 years with MS/MA; 6 years with no degree
- Experience with remote access and virtual desktop solutions
- Familiarity with PKI certificate management and smart card authentication
- Experience developing resolution templates and knowledge base articles
- Background in managing helpdesk communications (email, voicemail, chat)
- Experience coordinating system maintenance and outage notifications
Responsibilities
- Manage helpdesk operations
- Train and mentor new team members
- Conduct quality assurance audits
- Administer user access and authentication systems
- Resolve technical issues related to desktop operating systems and productivity suites
- Onboard new team members
- Document processes
- Coordinate system maintenance communications
Benefits
- Overtime
- Shift differential
- Discretionary bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
