Service Desk Technician

Marathon TS; Herndon (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

Marathon TS in Herndon, VA is seeking a Service Desk Technician I to be the first point of contact for IT incidents and service requests. This role emphasizes shift-left support, proactive resolution, and automation-assisted troubleshooting.

You will handle end-user inquiries via phone, chat, email and self-service, perform advanced first-level troubleshooting, and document incidents clearly to support SLA/SLO targets.

Qualifications

• 1–3 years of experience in a service desk or technical support role.
• Strong working knowledge of Windows OS and endpoint environments.
• Experience with Microsoft 365 / cloud-based collaboration tools.
• Familiarity with Active Directory / identity and access management.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).

Responsibilities

• Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals
• Perform advanced first-level troubleshooting across endpoints, applications, and access management
• Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2
• Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)
• Identify repeat issues and contribute to automation opportunities and process improvements
• Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices
• Actively promote and guide users toward self-service capabilities and automation tools
• Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance
• Ensure accurate, detailed, and standardized documentation of all incidents and requests
• Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations
• Participate in continuous improvement initiatives, including problem management and root cause analysis
• Provide high-quality customer service with clear communication and expectation setting

Skills

Windows OS

Microsoft 365

Active Directory

ITSM tools

Education

Associate or Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira

Remedy

Job description

The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus on shift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools.

Key Responsibilities

• Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals
• Perform advanced first-level troubleshooting across endpoints, applications, and access management
• Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2
• Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)
• Identify repeat issues and contribute to automation opportunities and process improvements
• Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices
• Actively promote and guide users toward self-service capabilities and automation tools
• Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance
• Ensure accurate, detailed, and standardized documentation of all incidents and requests
• Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations
• Participate in continuous improvement initiatives, including problem management and root cause analysis
• Provide high-quality customer service with clear communication and expectation setting

Required Qualifications

• 1–3 years of experience in a service desk or technical support role
• Strong working knowledge of:
  • Windows OS and endpoint environments
  • Microsoft 365 / cloud-based collaboration tools
  • Active Directory / identity and access management
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)
• Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently
• Strong written and verbal communication skills

Preferred Qualifications

• Industry certifications (e.g., CompTIA A+, HDI Support Center Analyst, ITIL Foundation)
• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
• Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)
• Exposure to remote monitoring and management (RMM) tools
• Experience in a Knowledge-Centered Service (KCS) environment