Tier 1 Service Desk Specialist

IQUASAR LLC; Sterling (VA); Remote; USD 42,000 - 56,000; Full time

Job summary

iQuasar LLC is seeking a Tier 1 Service Desk Specialist for a contract position that supports the Enterprise Service Desk. The role handles calls, emails, and chats, ensuring incidents are categorized and tracked in ITSM systems to restore services quickly.

The candidate will resolve basic issues, assist with remote desktop tools such as BeyondTrust, and communicate with users professionally while meeting SLAs. Experience with Microsoft 365 and Active Directory is preferred.

Qualifications

• Education: High School Diploma or GED (required)
• Basic working knowledge of Microsoft 365 apps: Outlook, Word, Excel, Teams, OneDrive
• Windows 10/11 operating systems
• Active Directory user administration: Password resets, account unlocks
• Common desktop hardware: laptops, desktops, printers
• Network fundamentals: VPN, Wi-Fi, TCP/IP concepts
• ServiceNow or equivalent ITSM ticketing system
• Strong verbal and written communication skills
• Ability to communicate technical information to non-technical users
• Ability to handle high call volumes professionally
• Experience documenting incidents and requests accurately
• Strong organizational and multitasking abilities
• USCitizen or Green Card holder for 3 years for federal work

Responsibilities

• Ticket Creation and Handling: Receive calls, email, self-service, chat, or on-site support.
• Incident Management: Categorize and track incidents to restore services quickly.
• Initial Telephone & Email Handling: Record requests and route for SLA compliance.
• Remote Desktop Support: Use BeyondTrust for configuration and troubleshooting.
• Application Support: Help users with standard applications and usage questions.
• On-Line Collaboration Tool Support: Manage WebEx, Zoom, Teams usage and scheduling.

Skills

Microsoft 365

Windows 10/11

Active Directory

ITSM

Customer service

Communication

Remote desktop support

WebEx/Zoom/Teams

Education

High School Diploma or GED

Tools

ServiceNow ITSM

BeyondTrust

Job description

iQuasar LLC has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision

We are seeking a Tier 1 Service Desk Specialist for a contract position.

Position: Tier 1 Service Desk Specialist

Position Type: Full-time-Remote

Role Specific Duties/ Role Responsibilities:

• Ticket Creation and Handling: Receive calls made to a single phone number (provided by the government), via email, self-service portal, live chat, or contacting on-site support personnel. Future possibilities may include texting.
• Support-Incident Management: Provide impact- and priority- based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
• Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours. Accept Users' requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escal…
• Initial Email Handling: Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs.
• Critical Events Handling:
• Establish means to accept these events and to track them via ITSM tickets
• Manage resolution process in a manner that meets and/or exceeds applicable SLA
• Make information about these critical events available to all SD agents for real-time reference.
• Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs.
• Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change the status of the ticket to "Resolved." Follow up periodically to verify the service meets client expectations; close when completed.
• Incident Handling and Management: Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
• Problem Handling and Management: Continuously review Incident data as well as other sources of information to identity trends that may lead to discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.
• Request Fulfillment (Service Request) Management: Receive requests from a variety of sources including user or technician telephone call and voicemail, user or technician e-mail, and User or technician walk-in.
• Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
• User Notification: Notify Users about planned maintenance windows and outages via e-mails. Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as BeyondTrust (Bomgar).
• Application Support: Assist users with configuration, troubleshooting and answering "how-to" questions related to usage of standard and other approved applications. Assistive Technology User Support: Assist Users using assistive technology tools, such as Windows Ease of Use and Jaws.
• On-Line Collaboration Tool Support: Support use and management of provided On-line collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.

Required Qualifications:

• Education: High School Diploma or GED (required)
• Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
• Windows 10/11 operating systems
• Active Directory user administration: Password resets, Account unlocks, Basic user account updates
• Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
• Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, Basic TCP/IP concepts
• ServiceNow or equivalent ITSM ticketing system
• Customer Service Skills:
• Strong verbal and written communication skills
• Ability to communicate technical information to non-technical users
• Ability to handle high call volumes professionally
• Experience documenting incidents and requests accurately
• Strong organizational and multitasking abilities
• Ability to work in a metric-driven environment
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Preferred Qualification:

• CompTIA A+
• HDI Support Center Analyst (HDI-SCA)
• ITIL 4 Foundation
• Microsoft 365 Fundamentals (MS-900)

iQuasar LLC is a proud partner of the Military Spouse Employment Partnership (MSEP) and the Virginia Values Veterans (V3) Program, reflecting our strong commitment to supporting military spouses, veterans, and inclusive hiring practices. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental/veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, non-merit factors, or any other characteristics protected by applicable law.

This is a remote position.