Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.

This position requires full-time on-site support.

• Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Requires experience supporting standard office computing equipment (PCs, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS), Microsoft 365, standard business software applications, remote access tools, VPN and secure remote connectivity, Active Directory, and service desk operations.
• ITSM ticketing system experience is required; Zendesk experience is preferred.
• Ability to communicate effectively both orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and collaboratively within a team in a fast-paced environment.
• Must obtain an agency public trust suitability determination prior to the start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• Relevant certifications such as A+, HDI, ITIL 4, and MD-102 are preferred, but not required.