Federal IT Service Desk Specialist

7Seventy Recruiting; United States; On-site; USD 26,000 - 29,000; Full time

Job summary

7Seventy Recruiting is seeking a Tier 1 Service Desk Specialist to support federal government users, providing first-line IT support across phone, email, chat, and self-service channels.

You will document, escalate, and manage incidents and service requests using ServiceNow or Remedy, and assist with Windows 10/11, Microsoft 365, Active Directory, and remote desktop tools such as BeyondTrust Bomgar. Strong documentation and customer service skills are essential.

Qualifications

• Tier 1 service desk experience under supervision.
• Experience documenting incidents and service requests.
• Ability to manage multiple requests in a high‑volume environment.

Responsibilities

• Provide Tier 1 support to users via phone, email, live chat, and self-service portals.
• Create, categorize, prioritize, assign, update, and manage incidents and service requests using ITSM systems.
• Respond to incoming requests during hours, document issues, perform initial resolution, escalate as needed.
• Monitor email requests and create tickets within SLA requirements.
• Classify incidents by impact and priority, track progress, and restore services quickly.
• Maintain accurate ticket records, including troubleshooting actions and resolutions.
• Close tickets only after confirming issue resolution with users.

Skills

Windows 10/11

Microsoft 365

Active Directory

ITSM ticketing

Communication

Documentation

Multitasking

Education

High school diploma

Tools

ServiceNow

Remedy

BeyondTrust Bomgar

Job description

7Seventy Recruiting is seeking a Tier 1 Service Desk Specialist to support federal government users, providing first-line IT support across phone, email, chat, and self-service channels.

You will document, escalate, and manage incidents and service requests using ServiceNow or Remedy, and assist with Windows 10/11, Microsoft 365, Active Directory, and remote desktop tools such as BeyondTrust Bomgar. Strong documentation and customer service skills are essential.