IT Service Desk Specialist I — Hybrid, Growth Path

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

Benefits offered by this job

Hybrid work schedule

Competitive benefits

Job summary

Iridium is seeking a customer-obsessed Service Specialist I to act as the primary contact for incidents and service requests. You will perform Level I troubleshooting, manage tickets, and collaborate with IT teams to maintain secure LAN/WAN connectivity for end users.

Requirements include a high school diploma, strong communication skills, and experience with Windows and Office 365. A hybrid schedule (at least four days in office) and US citizenship are expected.

Qualifications

• High school diploma or GED.
• Strong written and verbal communication.
• Ability to prioritize and work under pressure in a fast-paced environment.
• Experience with Windows desktop environments and Office 365.
• Familiarity with ticketing systems (e.g., ServiceNow) and documentation.

Responsibilities

• Serve as primary contact for Service Desk queue (phone, chat, email).
• Log, categorize, and own incidents and requests in the ticketing system.
• Maintain First Call Resolution using knowledge articles and SOPs.
• Adhere to Response SLAs and triage workload by impact and urgency.
• Provide basic password resets, access changes, and device setups.
• Troubleshoot common end-user issues (Windows, VPN, printers, connectivity).
• Document actions and resolutions for trend analysis and self-service.

Skills

Customer service

Windows support

Office 365

ITIL

Active Directory

Networking basics

Documentation

Education

High School Diploma

Tools

ServiceNow

Active Directory

SCCM/ConfigMgr

Intune/MDM

Job description

Iridium is seeking a customer-obsessed Service Specialist I to act as the primary contact for incidents and service requests. You will perform Level I troubleshooting, manage tickets, and collaborate with IT teams to maintain secure LAN/WAN connectivity for end users.

Requirements include a high school diploma, strong communication skills, and experience with Windows and Office 365. A hybrid schedule (at least four days in office) and US citizenship are expected.