DC-Based Tier 1 Service Desk Specialist – IT Support

Inserso Corporation; Washington (District of Columbia); On-site; USD 32,000 - 35,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Holidays

Paid Time Off (PTO)

Job summary

Inserso Corporation seeks a Service Desk Specialist to join our team in Washington DC, providing Tier 1 support for DOJ OJP customers. You will manage tickets, assist end-users, and resolve issues through guidance and documentation, with escalation when needed.

The role requires strong communication, willingness to learn, and the ability to work in a fast-paced environment. Daytime coverage is provided seven days a week; prior ITSM experience is a plus.

Qualifications

• U.S. citizenship and DOJ OJP T2 Public Trust background check required.
• High School Diploma or GED.
• 1 year IT support experience, preferably in help desk.
• Experience using ServiceNow, Remedy or equivalent ITSM.
• Experience configuring Windows 11+ and Office 365.
• Experience supporting major browsers (Edge/Chrome/Firefox).
• Able to work in a 7 days a week environment including holidays.

Responsibilities

• Answer phones or emails, create incidents in ITSM systems and track to resolution.
• Provide prompt, courteous customer service.
• Offer first-line support and reference knowledge base materials.
• Identify and escalate incidents; manage resolution with third parties as needed.
• Collaborate with colleagues and other support groups.
• Follow priority matrix and analyze information to choose solutions.
• Perform remote diagnostics on workstations and mobile devices.
• Troubleshoot incidents and respond to general inquiries.
• Provide password recovery for users on various systems.

Skills

IT Support

ServiceNow

Remedy

Windows 11+

Office 365

Browsers

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Windows 11+

Office 365

Job description

Inserso Corporation seeks a Service Desk Specialist to join our team in Washington DC, providing Tier 1 support for DOJ OJP customers. You will manage tickets, assist end-users, and resolve issues through guidance and documentation, with escalation when needed.

The role requires strong communication, willingness to learn, and the ability to work in a fast-paced environment. Daytime coverage is provided seven days a week; prior ITSM experience is a plus.