Metropolitan Washington Airports Authority offers an onsite Service Desk Specialist term opportunity supporting employees across IT, applications, and telecommunications needs at Washington Dulles International Airport (IAD). This non-career, term position supports the Program Support Department within the Office of Technology, with a schedule that includes standard on-call rotation and potential work outside normal business hours. You will work within an established IT service support framework and Total Contact Ownership practices, alongside training and development opportunities.
Compensation: $28.69 to $40.17 per hour (Compensation Grade H16-H). The term position runs not to exceed 4 years and 5 months. The opening date is September 18, 2026 and the closing date is October 3, 2026 (all announcements close at 11:59 p.m. of the day before the posted closing date).
What you’ll do
- Receive service requests for software, hardware, applications, and/or telecommunications, and document user and problem details in the automated ticket tracking system.
- Update users on ticket status and the expected resolution timeframe, while troubleshooting Tier 1 issues with first-contact resolution.
- Use remote access software to work on user equipment when appropriate, and document completion or progress in the system.
- Escalate to Tier 2 when the issue involves hardware, initial attempts do not resolve the problem, remote resolution is not possible, or customer satisfaction concerns are involved.
- Apply Total Contact Ownership in coordination with a Tier 2 Deskside Specialist when a problem is beyond Tier 1 scope, including informing the user who will handle the case and when they can expect a call or email.
- Confirm resolution or fulfillment, ensure user satisfaction, and complete ticket closeout including ensuring the user receives a service evaluation request.
- Route non-IT requests to the appropriate staff member, document the referral, and may re-contact the user to confirm satisfaction.
- Support Deskside Specialists and the Desktop Engineer with user computer setup tasks, including loading or ghosting software, backing up user data, or delivering specialized hardware.
- Operate within the divisional IT infrastructure framework (including ITIL) and Total Contact Ownership principles and practices.
- Maintain current technical and service skills, work to increase proficiency, and pursue additional work-related certifications.
- Perform other duties as assigned.
What you bring
- 1 year of IT Service Desk experience providing IT problem resolution in a high-volume customer service environment, using IT diagnostic tools, and using remote access software and a ticket tracking system.
- Knowledge and ability to apply the MS Office Suite and software; familiarity with IBM PC/PC-clone computers and operating systems.
- Knowledge and ability to support personal and network printers, scanners, diagnostic utilities, and other related equipment.
- Knowledge of IT management service levels and management concepts, with the ability to apply them.
- Ability to perform detailed analyses of data and information and make recommendations.
- Ability to speak and write effectively, with a focus on professional, customer service-oriented responses.
- Education: a high school diploma or a Certificate of General Education Development (GED).
Tools and technologies
- MS Office Suite
- IBM PC/PC-clone computers and operating systems
- Personal and network printers, scanners, and diagnostic utilities
- Remote access software
- Automated ticket tracking system
- ITIL and Total Contact Ownership principles and practices
- Divisional IT Infrastructure Library (ITIL)
Benefits
- Medical, dental, and vision coverage
- Well-being resources
- Health savings and flexible spending accounts
- Pension and retirement plans
- Ongoing training and development opportunities
Preferred qualifications
- Support Center Analyst Certification from Help Desk International or another recognized credentialing authority
- CompTIA A+ Certification (Pearson VUE or Certiport, or another recognized testing authority)
- Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) (Certiport or another recognized testing authority)
- ITIL v3 Foundations Certification
Necessary certifications/licenses: None.
Security note: A background security investigation will be required for all new hires.
Work factors: Work is typically reviewed in progress upon completion for quality, quantity, timeliness, teamwork, customer service, and other factors. The role may include job pressure from tight deadlines and interpersonal conflicts with users. Must be able to work a varied schedule of days and outside normal business hours, including nights and weekends, and work the standard on-call rotation.
