IT Service Desk Specialist: Customer Support

asmexternalcareersite; Quantico (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

asmexternalcareersite seeks a Service Desk professional to serve as the first point of contact for end-user IT issues, providing Tier 1 support, incident intake, and initial troubleshooting. You will handle Windows/macOS, M365, VPN, and VDI tasks while adhering to SLAs and contributing to a knowledge base.

Required are a Bachelor's or Associate degree with 1+ year of service desk experience, ITIL v4/HDI familiarity, and a 6am–2pm EST shift.

Qualifications

• Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
• 1+ years’ experience in a Service Desk environment
• Secret clearance
• Shift will be 6am - 2pm EST
• Excellent communication and customer service skills.
• Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
• Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
• Strong troubleshooting skills across hardware, software, and networking concepts.
• Ability to adapt to new technologies and evolving service delivery models.

Responsibilities

• Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
• Respond to incidents and service requests according to assigned criticality and established SLAs.
• Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
• Support enterprise IT services and end-user technologies, including Windows/macOS, Microsoft 365, VPN, and VDI.
• Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
• Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
• Support a shared on-call schedule as needed.

Skills

Tier 1 Support

Incident Management

Customer Service

Windows/macOS

Microsoft 365

VPN/VDI Troubleshooting

ITIL v4 Foundations

Strong Troubleshooting

Communication Skills

On-call Support

Education

Bachelor's Degree

Associate Degree +2 years relevant experience

4 years relevant experience

Tools

ServiceNow

Ticketing System

Office Suite

Remote Access Tools

Job description

asmexternalcareersite seeks a Service Desk professional to serve as the first point of contact for end-user IT issues, providing Tier 1 support, incident intake, and initial troubleshooting. You will handle Windows/macOS, M365, VPN, and VDI tasks while adhering to SLAs and contributing to a knowledge base.

Required are a Bachelor's or Associate degree with 1+ year of service desk experience, ITIL v4/HDI familiarity, and a 6am–2pm EST shift.