Sr Enterprise Service Desk

This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to obtain an Interim Secret or Interim Top Secret clearance. U.S. Citizenship is required.

About the role

Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.

Responsibilities

• Troubleshoot and resolve issues involving:
  • Windows operating systems
  • Microsoft 365 applications
  • Active Directory user accounts
  • VPN connectivity
  • Network access
  • Mobile devices
  • Printers and peripheral equipment
• Create, update, document, and close tickets within the organization's IT Service Management platform.
• Escalate unresolved incidents to appropriate Tier II, Tier III, or engineering teams while maintaining ownership and communication with customers.
• Perform password resets, account provisioning, access management, and user onboarding/offboarding support.
• Monitor ticket queues to ensure service requests are addressed within established SLA requirements.
• Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
• Support enterprise cybersecurity requirements by following established security policies and procedures.
• Collaborate with internal teams to identify recurring issues and recommend process improvements.
• Participate in shift rotations, after-hours support, or on-call activities as required.

Skills

• Help desk support
• Service desk
• Troubleshooting
• Active Directory
• Technical support
• Phone support

Qualifications

• Working knowledge of:
  • Microsoft Windows 10/11
  • Microsoft 365 Suite
  • Active Directory
  • Exchange Online
  • VPN technologies
  • Remote support tools
• Intermediate-level experience

Pay

The pay range for this position is $34.46 - $34.46/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

• This is a contract, fully onsite position based in Reston, VA.
• Shift rotations, after-hours support, or on-call activities may be required.