Entry Level Service Desk Support, Herndon, VA

Serco; Herndon (VA); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Serco is seeking an Entry Level Service Desk Support in Herndon, VA, offering hybrid work arrangements. You will greet users, log requests, perform basic troubleshooting, and guide customers through common IT issues to keep business operations running smoothly.

Ideal candidates have a solid grounding in Windows, Microsoft 365, and ticketing systems, with strong communication and organizational skills. This role welcomes diverse IT backgrounds and provides growth opportunities.

Qualifications

• U.S. citizenship required.
• Associate degree in computer science, IT or related field, or HS diploma with 2+ years IT support.
• Basic understanding of Windows OS, Microsoft 365, Active Directory and networking; familiarity with ticketing systems.
• Strong written and verbal communication.
• Time management and ability to handle multiple requests.
• Reliable transportation to our Corporate Headquarters in Herndon, VA.
• Ability to work normal business hours; hybrid schedule possible with approval.

Responsibilities

• Serve as the first point of contact.
• Respond to user inquiries via phone, email, chat or ticketing systems.
• Log and manage tickets.
• Accurately document incidents and service requests with details, categorization and priority.
• Perform basic troubleshooting.
• Resolve common issues such as password resets and account access.
• Provide user support and guidance.
• Assist users with how-to questions and system navigation.
• Maintain communication; keep users informed on ticket status and timelines.
• Ensure customer satisfaction and deliver professional, courteous service.
• Document resolutions and update tickets with clear notes; contribute to knowledge base.

Skills

Customer service

Troubleshooting

Communication

Time management

Teamwork

Education

Associate degree in CS/IT

HS Diploma/GED with 2 years IT support

Tools

Ticketing systems

Active Directory

Windows basics

Microsoft 365

Networking basics

Job description

Position Description & Qualifications

Entry Level Service Desk Support

Herndon, VA

Are you someone that wants to expand your career working in IT? Are you working in IT and want to expand your knowledge? Serco is seeking Entry Level Service Desk Support to join our Service Desk Support Team to assist and provide support for our Serco employees and contractors in Herndon, VA - (Hybrid).

Serco works to provide responsive, reliable frontline IT support that enables its customers to perform their missions without disruption, ensuring efficient service delivery to end users.

You will be part of a service desk that delivers frontline IT support by resolving issues, managing service requests, and ensuring reliable, user-focused service to keep business operations running smoothly.

In this role, you will:

• Serve as the first point of contact.

• The candidate will respond to user inquiries via phone, email, chat or ticketing systems.

• Log and manage tickets.

• Accurately document incidents and service requests, including details, categorization, and priority.

• Perform basic troubleshooting.

• Resolve common issues such as password resets, account access, and basic hardware/software problems.

• Provide user support and guidance.

• Assist users with how-to questions and system navigation.

• Maintain communication.

• Keep users informed on ticket status, expected timelines, and resolutions.

• Ensure customer satisfaction.

• Deliver professional, courteous service with a focus on user experience.

• Document resolutions.

• Update tickets with clear notes and contribute to knowledge base improvements when applicable.

To be successful in this role, you will have:

• U.S Citizenship required

• An associate’s degree in computer science, IT or similar related to the job description listed above.

• Or a High School Diploma/GED with minimum 2 years of experience in IT support, customer service, or help desk environment

• Basic understanding of Windows operating systems, Microsoft 365, Active Directory, basic networking concepts and familiarity with ticketing systems

• Strong written and verbal communication skills

• Time management skills and the ability to handle multiple requests

• Strong troubleshooting and problem-solving skills

• Must have reliable transportation to our Corporate Headquarters in Herndon, VA.

• Must be able to work normal business hours, Monday through Friday.

• A part-time hybrid schedule may be offered upon customer approval and the Hiring Team.

Additional desired experience, skills and certifications:

• HDI certification

• ITIL Foundation certification

• Ability to work in a fast-paced, team-orientated environment

• Flexibility for shift work

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations.