Service Desk Specialist

Inserso Corporation; Washington (District of Columbia); On-site; USD 32,000 - 35,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Holidays

Paid Time Off (PTO)

Job summary

Inserso Corporation seeks a Service Desk Specialist to join our team in Washington DC, providing Tier 1 support for DOJ OJP customers. You will manage tickets, assist end-users, and resolve issues through guidance and documentation, with escalation when needed.

The role requires strong communication, willingness to learn, and the ability to work in a fast-paced environment. Daytime coverage is provided seven days a week; prior ITSM experience is a plus.

Qualifications

• U.S. citizenship and DOJ OJP T2 Public Trust background check required.
• High School Diploma or GED.
• 1 year IT support experience, preferably in help desk.
• Experience using ServiceNow, Remedy or equivalent ITSM.
• Experience configuring Windows 11+ and Office 365.
• Experience supporting major browsers (Edge/Chrome/Firefox).
• Able to work in a 7 days a week environment including holidays.

Responsibilities

• Answer phones or emails, create incidents in ITSM systems and track to resolution.
• Provide prompt, courteous customer service.
• Offer first-line support and reference knowledge base materials.
• Identify and escalate incidents; manage resolution with third parties as needed.
• Collaborate with colleagues and other support groups.
• Follow priority matrix and analyze information to choose solutions.
• Perform remote diagnostics on workstations and mobile devices.
• Troubleshoot incidents and respond to general inquiries.
• Provide password recovery for users on various systems.

Skills

IT Support

ServiceNow

Remedy

Windows 11+

Office 365

Browsers

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Windows 11+

Office 365

Job description

Washington , District Of Columbia Full-Time Aug 25, 2026

Inserso is seeking a Service Desk Specialist to join the team for a rewarding and challenging opportunity to provide Tier 1 support for our DOJ OJP customers in Washington DC. The Service Desk Specialist will be part of a team providing centralized service to handle all:

• OJP web-based grant and non-grant applications; this involves applications troubleshooting and acting as a bridge between end-users and development teams by resolving issues, providing guidance, and documenting solutions and
• IT-related queries and operational problems from users with operating systems and desktop applications

We strive to have a high rate of first call resolution but also expect our team to follow escalation processes to route tickets to the appropriate support groups when required. We provide daytime support hours 7 days a week and everyone must have the ability to multitask in a fast-paced environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately.

This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with mid-level technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

Responsibilities:

• Answer phones or respond to email requests and create incidents using DOJ OJP’s ITSM systems (ServiceNow) and maintain them through resolution.
• Provide prompt and courteous customer service.
• Offer first line of support and provide information that may be found in a knowledge base and/or manuals.
• Identify, elevate (e.g., Tier 2 and Tier 3 escalation), and manage incident resolution; close incidents and service requests including those escalated to third parties and the IT Security Division.
• Cooperate and support colleagues and interact with other support groups.
• Follow the knowledge base and priority matrix for issue resolution.
• Analyze information and evaluate results to choose the best solution to solve issues.
• Resolve technical issues within the policies and standard operating procedures provided.
• Observe, receive, and otherwise obtain information from any relevant source.
• Perform remote diagnostics and troubleshoot client workstations and mobile devices.
• Troubleshoot and resolve incidents and problems.
• Respond to general inquiries and non-technical questions.
• Provide password recovery for all users on various systems.

Required Skills/Experience:

• Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check.
• High School Diploma or GED.
• 1 years of IT Support experience, preferably in a Service/Help Desk or Call Center environment.
• Experience using ServiceNow, Remedy or equivalent ITSM.
• Experience configuring/supporting Windows 11 or higher operating system.
• Experience configuring/supporting Microsoft Office O365.
• Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, or Google Chrome.
• Able to work in an environment that is open 7 days a week, including holidays.

Preferred Skills/Experience:

• HDI certification.
• ITIL Foundation certification.
• Other relevant technical certifications (e.g., Microsoft, CompTIA, etc.).
• Experience supporting DOJ or other similar federal agencies.

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
• Able to work with minimal supervision.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

Salary Range: $23.50/Hour to $25.75/Hour

The hourly rate range considers additional factors including, but not limited to, knowledge, skills, and abilities; relevant experience; education; certifications; and geographic location.

Inserso cares about the health and wellbeing of its employees and their families. In addition to base salary and dependent upon your employment status, Inserso provides a comprehensive benefits package, to include Health Insurance; Short and Long-Term Disability; Life and AD&D Insurance; 401(k); Company-Paid Holidays; and Paid Time Off (PTO) for vacation/personal matters.