IT Service Desk Specialist I (Hybrid)

Iridium Satellite LLC; McLean (VA); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Iridium Satellite LLC is seeking a customer-obsessed Service Specialist I to be the main contact for incidents and service requests. You will provide daily end-user support, perform level I troubleshooting, and collaborate with System Administrators, Network Engineering, and Technical Operations to ensure secure LAN/WAN connectivity.

A team-focused, desk-side environment is essential. We value a strong customer service mindset, willingness to learn, and the ability to work in a distributed team.

Qualifications

• A high school diploma or GED.
• Strong customer service mindset with excellent written and verbal communication skills.
• Ability to prioritize effectively, manage time, and perform under stress in a fast-paced environment.
• Experience providing in-person or remote support for Windows desktop environments and Office 365 applications.
• Familiarity with ticketing systems (e.g., ServiceNow) and disciplined documentation practices.
• Basic understanding of Active Directory concepts (accounts, groups), networking fundamentals (TCP/IP, DNS, DHCP, VPN), and endpoint peripherals.
• Knowledge of ITIL best practices; ITIL Foundation within 6 months of hire.
• Adaptability, curiosity, and eagerness to learn; ability to collaborate on a geographically distributed team.

Responsibilities

• Serve as the primary contact for the Service Desk call queue (phone, chat, email); log, categorize, and own incidents and requests in the ticketing system.
• Maintain a high focus on First Call Resolution by using existing knowledge articles, SOPs, and troubleshooting guides; propose updates and new articles when gaps are found.
• Adhere to Response SLAs and prioritize workload by impact and urgency; maintain performance during outages and high-volume periods.
• Fulfill basic requests such as password resets, account unlocks, access changes, device setup, and application support following established procedures.
• Troubleshoot common end-user issues (Windows, Office 365/Teams, VPN/MFA, printers, connectivity); triage and elevate to Level 2/3 per escalation paths when needed.
• Document all actions, diagnostics, and resolution details thoroughly to enable trend analysis and self-service; use accurate categorization and closure codes.
• Communicate proactively with users about status, next steps, and expectations; follow through to closure and confirm user satisfaction.
• Support onboarding and offboarding tasks (accounts, email, phones, equipment distribution/collection) and keep CMDB/asset records up to date.
• Contribute to continuous improvement by identifying recurring issues, suggesting service improvements, and participating in sharing knowledge with the team.

Skills

Customer service

Communication

Time management

Windows support

Office 365

Ticketing systems

Active Directory

Networking basics

ITIL knowledge

Collaboration

Education

High school diploma or GED

Tools

ServiceNow

Active Directory

SCCM/ConfigMgr

Intune/MDM

Job description

Iridium Satellite LLC is seeking a customer-obsessed Service Specialist I to be the main contact for incidents and service requests. You will provide daily end-user support, perform level I troubleshooting, and collaborate with System Administrators, Network Engineering, and Technical Operations to ensure secure LAN/WAN connectivity.

A team-focused, desk-side environment is essential. We value a strong customer service mindset, willingness to learn, and the ability to work in a distributed team.