IT Service Desk Specialist — Elevate User Support

Metropolitan Washington Airports Authority; Virginia (MN); Hybrid; USD 39,000 - 55,000; Full time

Job summary

Metropolitan Washington Airports Authority is seeking a Service Desk Specialist to support IT, applications, and telecommunications for staff at Dulles International Airport. The role handles Tier 1 issues, documents problems in the ticketing system, and performs first-contact resolution when possible.

The position is a non-career term role within the Office of Technology, requiring strong customer service, problem-solving, and the ability to work varied shifts including nights and weekends.

Qualifications

• One year of IT Service Desk experience in a high-volume environment.
• Knowledge of MS Office Suite and basic IT hardware and software.
• Ability to troubleshoot using remote access tools and ticket tracking systems.
• Strong written and verbal communication with a customer-service focus.

Responsibilities

• Receive and document IT, application, and telecom issues from Airports Authority staff.
• Troubleshoot Tier 1 problems; use remote access to resolve issues where possible.
• Escalate hardware or complex issues to Tier 2 and track progress through the ticket system.
• Maintain ticket updates, user communication, and ensure timely service delivery.

Job description

Metropolitan Washington Airports Authority is seeking a Service Desk Specialist to support IT, applications, and telecommunications for staff at Dulles International Airport. The role handles Tier 1 issues, documents problems in the ticketing system, and performs first-contact resolution when possible.

The position is a non-career term role within the Office of Technology, requiring strong customer service, problem-solving, and the ability to work varied shifts including nights and weekends.