Service Desk Customer Support Representative 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

The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).

Key Responsibilities

• Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation asappropriate.
• Respond to incidents and service requests according to assigned criticality and established SLAs.
• Operate andmaintainan approved ticketing and tracking system to log,monitor, and document all user interactions, resolutions, escalations, and follow-ups.
• Support enterprise IT services and end-user technologies, including:
  • Operating systems (Windows, macOS)
  • Office productivity platforms (Microsoft 365)
  • Cloud collaboration tools
  • Mobile devices (iOS, Android)
  • Common peripherals and communication services
• Assistusers with VPN and virtual desktop infrastructure (VDI) troubleshooting,leveragingsecure remote access tools.
• Contribute toa knowledge base of common issues and solutions to promote user self-service and reduce call volume.
• Support a sharedon-callscheduleas needed

Minimum Qualifications

• Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
• 1+ years’ experience in a Service Desk environment
• Shift will be 6am - 2pm EST
• Excellent communication and customer service skills.
• Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
• Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
• Strong troubleshooting skills across hardware, software, and networking concepts.
• Ability to adapt tonew technologiesand evolving service delivery models.
• Security+ or other IAT-II compliant certification

Clearance: Active Secret clearance required.

Compensation: $32 - $37.85/hr, depending on experience.

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