Hybrid Service Desk: Entry-Level IT Support

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

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.