Service Desk Specialist

Inserso; Washington (District of Columbia); On-site; USD 32,373 - 35,128; Full time

Benefits offered by this job

Health Insurance

Short and Long-Term Disability

401(k)

Paid Time Off (PTO)

Job summary

Inserso is seeking a Service Desk Specialist in Washington, DC. This role provides Tier 1 support for DOJ OJP customers, focusing on troubleshooting, guidance, and IT solutions.

Qualifications include US citizenship, a High School Diploma, and at least 1 year of IT Support experience, preferably in a help desk environment. Candidates should also have experience with ServiceNow and support various software applications.

The role offers a salary range of $23.50 to $25.50 per hour and includes a comprehensive benefits package.

Qualifications

• Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check.
• 1 year of IT Support experience, preferably in Service/Help Desk or Call Center.
• Experience supporting applications like Adobe Acrobat or browsers like Google Chrome.

Responsibilities

• Answer phones or respond to email requests and create incidents using DOJ OJP's ITSM systems.
• Provide prompt and courteous customer service.
• Triage incidents and manage resolutions.

Skills

IT Support experience

Customer service skills

ServiceNow knowledge

Windows 11 support

Microsoft Office O365 support

Troubleshooting skills

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

Overview

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.

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, escalate (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 $25.50/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.