IT Service Desk Specialist I/II — Secret Clearance

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 44,000 - 52,000; Full time

Job summary

Dunhill Government Solutions in Virginia is seeking a Service Desk professional to serve as the first contact for end-user IT issues, requests, and inquiries. The role emphasizes strong troubleshooting, customer service excellence, and adherence to SLAs while logging and tracking incidents.

You will support Windows and macOS, Microsoft 365, VPN and VDI, and contribute to a knowledge base to reduce call volume. A Secret clearance is required; shift is 6am-2pm EST.

Qualifications

• Bachelor's or Associate degree plus two years relevant experience, or four years substituted.
• 1+ year in a Service Desk environment.
• Shift 6am-2pm EST.
• Excellent communication and customer service skills.
• Familiarity with ITIL v4 Foundations or HDI standards.
• Experience with Windows, macOS, Microsoft 365, VPN, and VDI.
• Strong troubleshooting across hardware, software, and networking.
• Ability to adapt to new technologies and service models.
• Security+ or other IAT-II certification.

Responsibilities

• Provide Tier 1 Service Desk support with incident intake and initial troubleshooting.
• Respond to incidents according to priority and SLAs.
• Log, monitor, and document all user interactions in the ticketing system.
• Support enterprise IT services including Windows, macOS, and Microsoft 365.
• Assist users with VPN and VDI troubleshooting using secure remote access tools.
• Contribute to a knowledge base to promote self-service and reduce call volume.
• Support a shared on-call schedule as needed.

Skills

Customer service

Technical troubleshooting

Incident management

Communication

ITIL v4 Foundations

HDI standards

Windows OS

macOS

Education

Bachelor's degree or Associate degree +2 years relevant experience

Tools

Windows OS

macOS

Microsoft 365

VPN

VDI

Ticketing system

Job description

Dunhill Government Solutions in Virginia is seeking a Service Desk professional to serve as the first contact for end-user IT issues, requests, and inquiries. The role emphasizes strong troubleshooting, customer service excellence, and adherence to SLAs while logging and tracking incidents.

You will support Windows and macOS, Microsoft 365, VPN and VDI, and contribute to a knowledge base to reduce call volume. A Secret clearance is required; shift is 6am-2pm EST.