Service Desk Specialist I — Hybrid IT Support (Windows/O365)

Iridium Communications Inc; McLean (VA); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Stock options

Annual bonus

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Job summary

Iridium Communications Inc is seeking a Service Specialist I to be the primary contact for IT service incidents and end-user requests. You will provide level I support, document issues, and collaborate with System Administrators and engineers to ensure secure LAN/WAN connectivity.

Join a team-focused, hybrid work environment with growth opportunities. The role emphasizes rapid resolution, adherence to SLAs, and ongoing documentation.

Qualifications

• High school diploma or GED.
• Strong customer service mindset with excellent written and verbal communication.
• Experience providing Windows desktop and Office 365 support.
• Familiarity with ticketing systems (ServiceNow) and disciplined documentation practices.
• Knowledge of ITIL basics; ITIL Foundation within 6 months of hire.

Responsibilities

• Serve as the primary contact for the Service Desk call queue (phone, chat, email); log, categorize, and own incidents and requests in the ticketing system
• Maintain a high focus on First Call Resolution by using knowledge articles, SOPs, and troubleshooting guides; propose updates and new articles when gaps are found
• Adhere to Response SLAs and prioritize workload by impact and urgency; maintain performance during outages and high-volume periods
• Fulfill basic requests such as password resets, account unlocks, access changes, device setup, and application support following established procedures
• Troubleshoot common end-user issues (Windows, Office 365/Teams, VPN/MFA, printers, connectivity); triage and escalate when needed
• Document all actions, diagnostics, and resolution details; enable trend analysis and self-service
• Communicate proactively with users about status, next steps, and expectations; follow through to closure
• Support onboarding and offboarding tasks (accounts, email, phones, equipment distribution/collection) and keep CMDB/asset records up to date
• Contribute to continuous improvement by identifying recurring issues and sharing knowledge with the team

Skills

Customer service

Windows support

Office 365

ITIL

Education

High school diploma or GED

Tools

ServiceNow

Active Directory

SCCM/ConfigMgr

Intune/MDM

Job description

Iridium Communications Inc is seeking a Service Specialist I to be the primary contact for IT service incidents and end-user requests. You will provide level I support, document issues, and collaborate with System Administrators and engineers to ensure secure LAN/WAN connectivity.

Join a team-focused, hybrid work environment with growth opportunities. The role emphasizes rapid resolution, adherence to SLAs, and ongoing documentation.