Tier I.5 Service Desk Agent - TS/SCI

Position Title: Service Desk Technician

Clearance Level: Active TS/SCI

Travel Required: Local Only

Work Location: Lorton, VA transitioning to Reston, VA (~End of Year)

Position Overview:

We're looking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, you'll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and escalating complex incidents when necessary. You'll play a key part in keeping operations running smoothly while delivering exceptional service to end users.

This is a great opportunity for someone with foundational Information Technology (IT) experience who is ready to take the next step in their career. Join a collaborative team where your problem-solving skills and contributions are valued every day.

Key Responsibilities:

• Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs.
• Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution.
• Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery.
• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence.

Required Qualifications:

• Minimum of three (3) years of experience in an IT support or customer service role, with a strong emphasis on end-user satisfaction.
• Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset.
• Solid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services and a strong willingness to learn cloud technologies.
• Experience writing and troubleshooting scripts in PowerShell , Bash, Python, or similar scripting languages.
• Basic understanding of core networking concepts such as IP addressing, DNS, DHCP, and VPNs.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to thrive in a fast-paced, high-visibility environment, with a demonstrated capacity for rapid learning and adaptability.
• Ability to develop and apply PowerShell scripts to automate routine tasks , streamline processes, and support system management.
• Must possess a DoD 8140 compliant certification (e.g., Security+, CEH, CySA+) enabling privileged access on a National Security System (NSS).

Preferred Qualifications:

• Associate or Bachelor's degree in Computer Science , Information Technology , or a related field; or equivalent foundational knowledge in software development or scripting.
• Understanding of and experience applying IT Service Management (ITSM) best practices , ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery.
• Experience supporting and troubleshooting Windows Server operating systems in a production environment.
• Microsoft Azure technical certification (e.g., AZ-900 , AZ-104 ) demonstrating proficiency in cloud concepts and services.
• Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration.

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