Azure Service Desk Technician – Tier 1.5

asmexternalcareersite; Springfield (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

ASM Research is seeking a Service Desk Technician (Tier 1.5) to join a security-conscious Azure enterprise environment in Virginia. You will handle Tier 1.5 issues, assist end users, and escalate complex incidents while collaborating with Tier 2 teams.

The role requires 3+ years in IT support, a foundation in Windows/Azure, and ITSM/ITIL familiarity. A DoD 8140 compliant certification is preferred. Remote work is not indicated.

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 a strong 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 and a strong understanding of ITSM/ITIL principles.

Responsibilities

• Respond to technical inquiries via phone, email, or chat with a customer-first approach.
• Document issues, steps, and resolutions in the ticketing system in line with SLAs/SLOs.
• Troubleshoot Tier 1.5 issues related to Azure, Windows, and collaboration tools like Teams/Outlook; escalate when needed.
• Contribute to internal knowledge base with known issues and workarounds.
• Collaborate with higher-tier teams to ensure timely resolution and smooth service delivery.

Skills

PowerShell scripting

Jira Service Desk

Windows Server

ITIL/ITSM

Analytical thinking

Customer-focused

Cloud learning

Scripting (PowerShell/Bash/Python)

Networking basics

Communication skills

Education

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

Tools

Azure management tools

Microsoft Teams

Outlook

Windows administration utilities

Job description

ASM Research is seeking a Service Desk Technician (Tier 1.5) to join a security-conscious Azure enterprise environment in Virginia. You will handle Tier 1.5 issues, assist end users, and escalate complex incidents while collaborating with Tier 2 teams.

The role requires 3+ years in IT support, a foundation in Windows/Azure, and ITSM/ITIL familiarity. A DoD 8140 compliant certification is preferred. Remote work is not indicated.