Service Desk Technician - Tier 1.5 - TS/SCI

Dunhill Professional Search & Government Solutions; Reston (VA); On-site; USD 107,000 - 117,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Service Desk Technician (Tier 1.5) in Virginia to join our secure Azure enterprise environment. The role focuses on resolving Tier 1.5-2.0+ issues, supporting Windows and cloud services, and ensuring high-quality end-user support in a DoD-aligned environment.

The position requires active TS/SCI clearance, required certifications, and US citizenship.

Qualifications

• Experience delivering IT support with strong end-user focus.

Responsibilities

• Serve as first point of contact for support requests via phone, email, or chat.

Skills

Active Directory

SharePoint

Exchange

Windows Server

Azure

PowerShell

Networking basics

Customer service

Documentation

Education

Associate or Bachelor's degree in Computer Science / IT or related field

Tools

Jira Service Desk

Job description

**Active TS/SCI Security Clearance Required**

Salary Range - $107,000 - $117,000

We are seeking a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support teamoperatingwithin a secure Azure enterprise environment. This role is ideal for IT professionals with foundational experience who are ready to take on more advanced technical challenges. As a Tier 1.5 Service Desk Technician, you will go beyond basic troubleshooting by addressing more complex technical issues, supporting cloud-based systems, and escalating incidents only when necessary.

You will play a key role in ensuring seamless operations, delivering exceptional service to end users, and contributing to the secure and efficient functioning of critical systems.

Note: Candidates mustpossessall required certifications and an active TS/SCI clearance at the time of application.

Key Responsibilities:

• Serve as the first point of contact for technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience by providing prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring compliance with established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) (e.g., 90% first-call resolution, 95% SLA compliance).
• Troubleshoot and resolve Tier 1.5-2.0+ level issues related to Azure services, Microsoft Windows environments, and collaboration tools (e.g., Microsoft Teams, Outlook, OneDrive). Escalate more complex incidents to higher-tier supportteamsas necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution and improve team efficiency.
• Collaborate with higher-tier support teams and other IT units to ensuretimelyresolution of escalated issues and promote smooth service delivery.
• Assistusers in navigating the secure Azure enterprise environment, offering technical guidance to enhance end-user confidence and reduce repeat issues.
• Develop and execute PowerShell scripts to automate routine tasks, streamline workflows, and support system management.
• Support compliance with DoD security policies, procedures, and protocols tomaintaina secure IT environment.

Required Qualifications:

Experience:

• Minimum offive(5) years of experience in an IT support or customer service role with a strong emphasis on end-user satisfaction.
• Five(5) years of hands-on experience supporting Microsoft Windows environments and troubleshooting issues in an enterprise setting.

Technical Skills:

• Demonstratedexpertisein core Microsoft technologies such as Active Directory, SharePoint, Exchange, and Windows Server, including deployment, administration, and advanced troubleshooting.
• Experience troubleshooting and isolating issues in local, cloud, and hybrid environments, including Azure services (e.g., Azure Active Directory, Azure Virtual Machines) and collaboration tools (e.g., Teams, Outlook, OneDrive).
• Proficiencyin writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages.
• Advanced understanding of networking concepts (e.g., IP addressing, DNS, DHCP, VPNs) with hands-on experience in network troubleshooting and configuration in enterprise environments.

Certifications:

• Mustpossessa DoD 8140-compliant certification enabling privileged access on a National Security System (NSS) at the time of application. Acceptable certifications include:
• CompTIA Security+ CE
• Certified Ethical Hacker (CEH)
• CompTIACySA+
• Or an equivalent DoD 8140-compliant certification.

Note: There is no grace period for obtaining certifications.

Other Requirements:

• Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset.
• Strong analytical and problem-solving skills with high attention to detail.
• Must be a U.S. Citizen (dual citizenship is notpermitted).
• Mustpossessa valid U.S. Passport for citizenship validation.
• Ability to thrive in a fast-paced, high-visibility environment with a demonstrated capacity for rapid learning and adaptability.

Preferred Qualifications:

Education:

• Associate orBachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent foundational knowledge in software development or scripting.

Certifications:

• Microsoft Azure technical certifications (e.g., AZ-900, AZ-104)demonstratingproficiencyin cloud concepts and services.
• ITIL Foundation Certification or understanding of IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery.
• CompTIA Network+ or equivalent networking certifications.

Technical Knowledge:

• Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration.
• Knowledge of cybersecurity frameworks (e.g., NIST, RMF, FedRAMP) and experience with cybersecurity tools (e.g., vulnerability scanning, intrusion detection, endpoint security).

Security Clearance:

• Active TS/SCI clearancerequiredat the time of application.
• Candidates must be willing to undergo a polygraph examination ifrequired.

Additional Notes:

• This position is based in Lorton, VA, transitioning to Reston, VA by the end of the year.
• Candidates must be willing to commute locally (No remote work).
• This role does not include a grace period for obtaining required certifications or a TS/SCI clearance. All qualifications must be met prior to application submission.