IT Service Desk Representative – Tier 1

Eliassen Group; Washington (District of Columbia); Hybrid; USD 38,572 - 44,083; Full time

Benefits offered by this job

Benefits package

Job summary

The Eliassen Group is seeking a customer-focused Tier 1 IT Service Desk Representative to support a large enterprise environment. You will be the first point of contact for end users, resolving technical issues and delivering a high level of service across Windows, macOS, Microsoft 365, VPNs, mobile devices, and remote access tools. This hybrid role requires excellent communication, troubleshooting, and prioritization in a fast-paced setting.

Background check is required.

Qualifications

• 3+ years IT Service Desk experience or IT Call Center.
• Experience with Windows 10/11 and Microsoft 365.
• Active Directory user administration experience.
• Experience supporting iOS and Android devices.
• Experience with SharePoint Online and Exchange Online.
• VPN solutions and secure remote access experience.
• Mobile Device Management platforms (Intune, JAMF, Apple Business Manager, Workspace ONE).
• Experience with ITSM platforms for Incident, Change, and Knowledge Management; BMC Helix/Remedy preferred.
• Strong communication and customer service skills.

Responsibilities

• Provide Tier 1 technical support via phone, chat, remote tools, and onsite as needed.
• Troubleshoot hardware, software, network, and mobile device issues.
• Assist with installation, configuration, and use of approved software and systems.
• Support Microsoft 365, SharePoint Online, Exchange Online, and productivity tools.
• Support VPN and secure remote access technologies.
• Troubleshoot iOS and Android devices.
• Create and maintain knowledge base articles and user guides.
• Communicate service alerts and outage notifications.
• Manage incidents, service requests, and knowledge articles in ITSM.
• Maintain high customer satisfaction and meet service desk targets.
• Handle ~50 tickets per week in a high-volume environment.

Skills

IT Service Desk

Windows 10/11

Microsoft 365

Active Directory

SharePoint Online

Exchange Online

VPN

Remote Access

iOS/Android

ITSM

MDM (Intune/JAMF)

Education

Associate's or Bachelor's degree in Information Technology

CompTIA A+

Microsoft 365 certification

Tools

Microsoft Intune

JAMF

Apple Business Manager

Workspace ONE

BMC Helix/Remedy

Job description

Work Schedule: Hybrid – onsite presence required; rotating shifts between 8:00 AM and 6:30 PM

Start Date: Late August / Early September (anticipated)

Background Requirement: Must be able to successfully complete the required background investigation

Rate: $28.00 to $32.00/hr. w2

Position Overview

We are seeking a customer-focused Tier 1 IT Service Desk Representative to provide technical support within a large-scale, enterprise IT environment. This position serves as a first point of contact for end users and is responsible for resolving technical issues while delivering a high level of customer service. The ideal candidate combines strong troubleshooting skills with excellent communication and customer service abilities. This role supports Windows and macOS environments, Microsoft 365, mobile devices, remote access technologies, and a variety of enterprise applications.

Key Responsibilities

• Provide Tier 1 technical support through phone, chat, remote desktop tools, and occasional onsite assistance.
• Troubleshoot hardware, software, network connectivity, mobile device, and peripheral issues.
• Support the installation, configuration, and use of approved software, applications, and systems.
• Assist users with Microsoft 365, SharePoint Online, Exchange Online, and related productivity tools.
• Support VPN, multi-factor authentication, and secure remote access technologies.
• Troubleshoot and support iOS and Android mobile devices.
• Create and maintain knowledge base articles, technical documentation, and user guides.
• Communicate service alerts and outage notifications through established channels.
• Manage and update incidents, service requests, and knowledge articles within ITSM platforms.
• Maintain high customer satisfaction while meeting established service desk performance targets.
• Handle approximately 50 tickets per week in a high-volume support environment.

Required Experience

3+ years of IT Service Desk or IT Call Center experience, including experience supporting:

• Windows 10/11
• Microsoft 365
• Active Directory user administration
• iOS and Android devices
• SharePoint Online
• Exchange Online

1+ year of experience supporting:

• macOS
• VPN solutions
• Secure remote access and authentication technologies such as Cisco AnyConnect, RSA SecurID, or similar tools

Additional technical experience should include:

• Understanding of networking fundamentals, TCP/IP, and standard troubleshooting methodologies.
• Experience with Mobile Device Management platforms such as Microsoft Intune, JAMF, Apple Business Manager, Workspace ONE, or similar technologies.
• Experience using ITSM platforms for Incident, Change, and Knowledge Management. Experience with BMC Helix/Remedy or similar platforms is preferred.

Professional Qualifications

• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to support executive-level users.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to multitask and prioritize competing requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Comfortable supporting users with varying levels of technical expertise.

Preferred Qualifications

• CompTIA A+
• Microsoft 365 certification
• Associate's or Bachelor's degree in Information Technology or a related field
• Previous experience in hospitality, sports, customer service, or another highly customer-focused environment

This individual thrives in a fast-paced environment and can communicate clearly, troubleshoot efficiently, and provide a professional end-user experience.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.