Azure IT Service Desk Tier 1.5 Technician

ASM Research, An Accenture Federal Services Company; Springfield (VA); On-site; USD 70,000 - 77,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a motivated Service Desk Technician (Tier 1.5) to join our support team within a secure Azure enterprise environment. You’ll address Azure, Windows, and collaboration tool issues, provide excellent customer service, and escalate complex incidents as needed.

This role offers a growth path for IT professionals with foundational IT experience who want to advance.

Qualifications

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent foundational knowledge in software development or scripting.
• Minimum of three (3) years of experience in an IT support or customer service role, with emphasis on end-user satisfaction.
• Solid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services.

Responsibilities

• Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with SLAs and SLOs.
• Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Windows, and collaboration tools (e.g., Teams, Outlook), escalating more complex incidents when necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues and best practices.
• Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues.
• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues.

Skills

PowerShell

Azure knowledge

ITIL

Jira Service Desk

Windows

Scripting (Bash/Python)

Networking basics

Communication

Cloud learning

Adaptability

Education

Associate or Bachelor’s degree in CS/IT or related

Tools

PowerShell

Jira Service Desk

Windows Server

Job description

ASM Research, An Accenture Federal Services Company, seeks a motivated Service Desk Technician (Tier 1.5) to join our support team within a secure Azure enterprise environment. You’ll address Azure, Windows, and collaboration tool issues, provide excellent customer service, and escalate complex incidents as needed.

This role offers a growth path for IT professionals with foundational IT experience who want to advance.