Remote Tier 1 IT Service Desk Pro

IQUASAR LLC

Sterling (VA)

Remote

USD 42,000 - 56,000

Full time

10 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

iQuasar LLC is seeking a Tier 1 Service Desk Specialist for a contract position that supports the Enterprise Service Desk. The role handles calls, emails, and chats, ensuring incidents are categorized and tracked in ITSM systems to restore services quickly.

The candidate will resolve basic issues, assist with remote desktop tools such as BeyondTrust, and communicate with users professionally while meeting SLAs. Experience with Microsoft 365 and Active Directory is preferred.

Qualifications

Education: High School Diploma or GED (required)
Basic working knowledge of Microsoft 365 apps: Outlook, Word, Excel, Teams, OneDrive
Windows 10/11 operating systems
Active Directory user administration: Password resets, account unlocks
Common desktop hardware: laptops, desktops, printers
Network fundamentals: VPN, Wi-Fi, TCP/IP concepts
ServiceNow or equivalent ITSM ticketing system
Strong verbal and written communication skills
Ability to communicate technical information to non-technical users
Ability to handle high call volumes professionally
Experience documenting incidents and requests accurately
Strong organizational and multitasking abilities
USCitizen or Green Card holder for 3 years for federal work

Responsibilities

Ticket Creation and Handling: Receive calls, email, self-service, chat, or on-site support.
Incident Management: Categorize and track incidents to restore services quickly.
Initial Telephone & Email Handling: Record requests and route for SLA compliance.
Remote Desktop Support: Use BeyondTrust for configuration and troubleshooting.
Application Support: Help users with standard applications and usage questions.
On-Line Collaboration Tool Support: Manage WebEx, Zoom, Teams usage and scheduling.