We are an employee-centric company that truly values our team members and the contributions they make to our customers and the missions they support. We pride ourselves on being forward-leaning thinkers and on building teams that are, and continue to be, technically proficient across a broad range of cyber mission areas. OneZero full-time employees receive a highly competitive benefits package, including health, dental, vision, and life insurance, a 401(k) with company matching, paid time off and holidays, an employee referral program, and educational assistance. Additional details are available on our website: https://www.onezerollc.com/careers/Position Title: Service Desk SpecialistLocation: Alexandria, VA On SiteClearance: None required. Must be a U.S. person and eligible to obtain a clearance if later required.SummaryOneZero Solutions is hiring a Service Desk Specialist to support our 185+ employee team from our Alexandria office. This is a deliberately designed growth role. You will start by owning day-to-day IT support and asset management, and you will be trained directly by our Director of Information Technology toward broader ownership of our service management, quality, and security compliance functions over time.We are not looking for someone who already knows all of this. We are looking for someone who is technically curious, careful with details, genuinely enjoys helping colleagues solve problems, and wants to build a career rather than work a queue. If that is you, we will invest in getting you there.Roughly one fifth of your scheduled time is protected for structured training and development, not squeezed in around ticket volume. That includes cross-training on the service management and audit practices that support our CMMI Maturity Level 3 appraisal and our ISO 20000-1, ISO 9001, and ISO 27001 registrations, and hands-on participation in the AI tooling we are building on top of our own service desk data.Service Desk OperationsServe as first point of contact for IT support requests across the companyIntake, categorize, prioritize, and resolve tier-one incidents and service requestsEscalate appropriately to the Director of Information Technology with clear documentation of what you triedDocument resolutions so the next person does not have to solve the same problem twiceOnboarding, Offboarding, and Asset ManagementCoordinate IT provisioning for new hires including accounts, access, and equipmentExecute offboarding steps including access revocation and equipment recoveryImage and enroll devices through Microsoft Intune and Endpoint ManagerMaintain accurate hardware and software inventory recordsSupport device refresh planning and secure dispositionDocumentation and Service QualityWrite and maintain knowledgebase articles in plain languageKeep ticket categorization and records clean enough to be audit-readyCollect service level data that feeds monthly service reportingLearn and apply the documentation practices required by our quality and security frameworksGrowth and DevelopmentParticipate in structured cross-training with the Director of Information Technology on service management, quality, and security compliance dutiesContribute to AI tooling work including service desk dataset hygiene, testing AI-assisted triage and knowledge search, and gathering user feedbackBuild toward independent ownership of service reporting, tool administration, and compliance evidence as capability is demonstratedGrowth PathThis role has a defined progression. Advancement is based on demonstrated capability, not tenure alone.QualificationsEducation and ExperienceAssociate's degree in information technology or a related field, or a high school diploma plus a relevant technical certification, or equivalent practical experienceZero to two years of IT support experience, including internships, coursework labs, or comparable hands-on workWorking familiarity with the Windows desktop environment and Microsoft 365 end-user applicationsDemonstrated troubleshooting methodology, meaning you can explain how you isolate a problem, not just that you fixed oneAbility to work onsite in Alexandria, VA a minimum of four days per weekPreferred QualificationsCompTIA A+, Microsoft MS-900, or Microsoft MD-102Exposure to Microsoft Intune or Endpoint ManagerExperience using a ticketing or service management system in any capacityCuriosity about scripting or automation such as PowerShell, Python, or Power AutomateInterest in AI tooling and how it can be applied to real operational problemsPrior work or internship experience in government contractingSkills and AbilitiesClear written and verbal communication with non-technical colleagues, including patience under pressureStrong organizational habits and reliable follow-through on open itemsDetail-oriented approach to documentation and record keepingWillingness to ask questions early rather than stall quietlyAbility to maintain confidentiality and exercise discretionGenuine interest in learning service management, quality, and security compliance practiceOneZero Solutions, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.To request an accommodation, please contact us at recruiting@onezerollc.com or call (202) 987-2580.
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