Tier 1 Service Desk Technician

Delphiq Llc; Washington (District of Columbia); Hybrid; USD 55,000 - 70,000; Full time

Job summary

DELPHIQ is hiring for a Tier 1 Service Desk Technician. We’re seeking responsive, customer-focused professionals who take pride in solving problems quickly and creating great first impressions.

This is a full-time position offering comprehensive benefits, growth opportunities, and a competitive salary commensurate with experience. As the first line of government IT support, you’ll handle phone, chat, remote, and occasional on-site assistance for DC-area offices and nationwide.

Qualifications

• 3+ years in IT call center environments.
• Experience with AD user/account administration.
• Knowledge of Windows 10/11 and Office 365.
• Strong customer-service and communication skills.

Responsibilities

• Triage and resolve routine software, hardware, and account issues.
• Log tickets and maintain ownership through resolution.
• Provide phone, chat, and remote support; on-site as needed.
• Support rotating shifts for 24x7 operations.

Skills

Active Directory administration

Windows 10/11

Microsoft 365

Excellent communication

Tools

Cisco AnyConnect

VPN RSA SecurID

macOS basics

Job description

DELPHIQ is hiring for a Tier 1 Service Desk Technician! We’re seeking responsive, customer-focused professionals who take pride in solving problems quickly and creating great first impressions. This is a full-time position offering comprehensive benefits, growth opportunities, and a competitive salary commensurate with experience.

At DELPHIQ, we’re Guided by Vision. Powered by Intelligence. Our Tier 1 Service Desk Technicians bring that to life every day—delivering prompt, courteous support and ensuring users have the technology they need to stay productive. You’ll triage incoming requests, resolve common issues, and elevate complex challenges with confidence and professionalism.

This opportunity is contingent upon contract award, and selected candidates will be among the first considered for onboarding once finalized. Applicants must be able to successfully pass a criminal background check prior to employment.

About the Role

Serve as the first line of support in the government Call Center (hybrid), providing phone, chat, remote, and occasional on-site assistance to government offices in DC and nationwide.

Log, triage, and resolve common software, hardware, and account issues; elevate when needed while maintaining ownership through resolution.

Meet defined quality standards and Service Level targets; handle ~50 tickets per week on average.

Support installation/use of government supported software (Microsoft 365, in-house developed apps, VPN/RSA SecurID).

Work a rotating shift to support 24x7 operations (onsite presence required in the DC metro area, with some remote flexibility).

Requirements

Experience: Minimum 3 years in IT call center environments; hands-on Active Directory user/account admin; supporting Windows 10/11 & Office 365; mobile OS support (iOS/Android).

Tools/Platforms: Basic familiarity with macOS(≥1 year), remote access (e.g., Cisco AnyConnect), VPN(RSA SecurID preferred).

Customer Skills: Excellent communication and executive-facing professionalism; thrive in fast-paced environments.

Nice-to-Have: MDM exposure (JAMF, ABM, Workspace ONE, Intune); ITIL, M365, CompTIA certifications; related degree.