Service Desk Specialist I: IT Support & First-Contact Hero

United States Agency for Global Media (USAGM); Washington (District of Columbia); On-site; USD 40,000 - 57,000; Full time

Job summary

USAGM & VOA is seeking an IT Help Desk Specialist at our Washington, DC headquarters. The role handles first-contact incident management, user support, and IT asset provisioning across US-based and international locations.

Responsibilities include logging and triaging requests, performing initial troubleshooting for Windows/macOS and Microsoft 365, and updating knowledge articles while ensuring timely communication and customer satisfaction.

Qualifications

• Experience using ITSM tools (Ivanti) to log, categorize, and prioritize incidents.
• Ability to diagnose common hardware, software, network, and access issues.
• Proven skills in providing clear user communication and documenting resolutions.

Responsibilities

• Serve as first point of contact for IT incidents and service requests via phone, email, portal, chat, and walk-in.
• Log, categorize, prioritize incidents, perform initial diagnosis, and escalate when needed.
• Resolve Tier I issues at first contact when possible and maintain audit trails in ITSM.
• Provide technical support for Windows/macOS, Microsoft 365, VPN, MFA, and device provisioning.
• Assist with onboarding/offboarding, asset tracking, and knowledge base updates.
• Support incident communication, SLA adherence, and major incident coordination.

Skills

Incident management

Customer service

Technical troubleshooting

Tools

Ivanti ITSM

Active Directory

Microsoft 365

Job description

USAGM & VOA is seeking an IT Help Desk Specialist at our Washington, DC headquarters. The role handles first-contact incident management, user support, and IT asset provisioning across US-based and international locations.

Responsibilities include logging and triaging requests, performing initial troubleshooting for Windows/macOS and Microsoft 365, and updating knowledge articles while ensuring timely communication and customer satisfaction.