Required Skills & Experience
- 3+ years of IT Service Desk, Help Desk, Desktop Support, or equivalent hands-on technical support experience, or a relevant degree/certification combination.
- Strong Windows desktop troubleshooting experience.
- Experience troubleshooting PC hardware and peripherals.
- Working knowledge of TCP/IP and basic network connectivity troubleshooting.
- Experience supporting Microsoft Outlook and Microsoft Office, including Word, Excel, and PowerPoint.
- Experience troubleshooting common web browser issues, including Chrome and Firefox.
- Basic understanding of Windows Active Directory and domain concepts.
- Experience supporting mobile devices in an enterprise environment.
- Experience taking inbound technical support requests through phone, chat, email, or ticket queues.
- Ability to independently troubleshoot issues, document incidents, and escalate unresolved problems appropriately.
- Strong customer service and communication skills with the ability to support users across different levels of technical knowledge.
- Must be flexible with scheduling: Saturday through Tuesday, four 10-hour shifts.
- Ability to learn new and client-specific systems during approximately six weeks of training.
- Must meet requirements to work within the client's federal environment.
Nice to Have Skills & Experience
- CompTIA A+, Network+, HDI, or Microsoft certification.
- ITIL experience or certification. The formal JD specifically lists ITIL v3 as a plus.
- Previous experience working within a federal, government, defense, or highly regulated environment.
- Active security clearance or previous cleared experience.
- Experience with BitLocker or similar endpoint/disk encryption technologies.
- Experience supporting mobile device management environments.
- Exposure to infrastructure support beyond basic Tier 1 troubleshooting.
- Experience in a high-volume enterprise service desk or call center.
- Experience supporting users through multiple channels, particularly phone and chat.
- Experience working against metrics such as first-call resolution, SLA, average handle time, or CSAT. The JD expects tasks to average 4 to 12 minutes.
- Experience assisting with training or mentoring other service desk agents.
Job Description
Our Client is looking for a Level 1.5 IT Support Technician to provide direct technical support to end users within a high-volume service center environment. This individual will help troubleshoot and resolve common Windows, hardware, networking, application, and mobile-device issues through phone, chat, and other support channels. The team is focused on standardizing its service center model, improving the end-user experience, and reducing mobile-related support volume.
New hires will receive approximately six weeks of structured onboarding and account-specific training covering the client’s systems, workflows, troubleshooting procedures, and support processes. The ideal candidate will bring a strong technical foundation, customer service skills, and the ability to quickly learn new systems in a structured support environment