Service Desk Specialist - Tier 1

The Service Desk Specialist (Tier 1) at InquisIT LLC is an entry-level, onsite role supporting end users in a fast-paced federal government environment. The position functions as the first point of contact for technical support requests and incidents, with responsibilities spanning initial troubleshooting, ticket tracking in an ITSM platform, and escalation when issues require higher-tier support.

Onsite Location and Schedule

• Location: Alexandria, VA (onsite)
• Work setup: Ability to work fully on-site in Alexandria, VA
• Support coverage: Occasional after-hours support

Compensation

• Salary: USD 48,000 to 52,000 per year

Key Responsibilities

• Serve as the first point of contact for end-user technical support requests via phone, email, chat, or the ticketing system
• Log, categorize, prioritize, and track incidents and service requests within the ITSM platform
• Provide first-contact resolution for routine hardware, software, account access, and connectivity issues
• Troubleshoot common issues involving Windows operating systems
• Troubleshoot common issues involving Microsoft Office and Microsoft 365 applications
• Troubleshoot password resets and account lockouts
• Troubleshoot VPN and remote access connectivity
• Troubleshoot printers and other peripheral devices
• Troubleshoot basic network connectivity issues
• Escalate unresolved or higher-severity issues to appropriate Tier 2 or Tier 3 support teams
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket updates
• Assist with maintaining and updating internal knowledge base articles and standard operating procedures
• Follow established service desk processes, SLAs, and cybersecurity procedures
• Provide professional, courteous, and customer-focused support to users at all levels of the organization
• Participate in training and mentorship activities to build technical and customer service skills

Required Qualifications

• Experience: 0–2 years of IT support, help desk, customer service, or related technical experience
• Education: Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience
• Clearance: ACTIVE – Secret or Higher Clearance is required
• Certification: Current DoD 8570 / 8140 IAT Level I certification required (example: A+, Network+)
• Basic understanding of Windows desktop operating systems
• Basic understanding of Microsoft Office / Microsoft 365
• Basic understanding of IT ticketing and service management concepts
• Basic understanding of customer support and troubleshooting methodologies
• Strong verbal and written communication skills
• Ability to work effectively in a team-oriented environment
• Strong organizational skills and attention to detail
• Willingness to learn and grow in a technical support environment

Technologies

• ITSM platform
• Windows operating systems
• Microsoft Office
• Microsoft 365
• VPN
• DoD 8570
• DoD 8140
• A+
• Network+
• IT ticketing

Preferred Skills and Certifications

• CompTIA A+
• ITIL v4 Foundation certification
• Experience using ITSM/ticketing platforms