Service Desk Specialist - TIER 1

Transforming the Business of Government

InquisIT is a high-energy, forward-thinking, advanced technology company that provides the Federal Government and select private-sector organizations with an impressive array of services and solutions. Company expertise includes Systems Engineering, Enterprise Infrastructure, Cyber Security, Management Services, and Software Support.

The company demonstrates a new brand of leadershipone that fosters trust, integrity, excellence, and yields high degrees of success and loyalty among employees and customers. How do we do it? We give customers something different. InquisIT is a company that demonstrates relentless dedication and commitment to its customers and our people; a company that has been brought in on multiple occasions to clean up after large integrators; a company that delivers real results and metricsversus ideas and concepts; a company that thinks that the old 80% is good enough should never be tolerated in government; and a company that believes in being a steward of the American taxpayer in everything we do.

Why do we feel this way? We embrace the belief that by providing the best service possible to the government, we ultimately provide the best service to our nation.

POSITION SUMMARY:

InquisIT is seeking a motivated and customer-focused Service Desk Specialist Tier 1 to support end users in a fast-paced federal government environment. This entry-level role is ideal for candidates looking to build foundational IT support experience while working alongside experienced technical teams supporting mission-critical systems and users.

The Tier 1 Service Desk Specialist serves as the first point of contact for technical support requests and incidents. The individual will provide initial troubleshooting, resolve routine technical issues, document and track tickets through the IT Service Management (ITSM) platform, and escalate more complex issues when necessary. This role also supports knowledge management efforts and helps ensure a high level of customer satisfaction and service delivery.

This is a fully ON-SITE and REQUIRES candidates to have an ACTIVE SECRET or higher security clearance. The role in Alexandria, VA

Primary Job Responsibilities:

• Serve as the first point of contact for end-user technical support requests via phone, email, chat, or 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 related to:

• Windows operating systems

• Microsoft Office / Microsoft 365 applications

• Password resets and account lockouts

• VPN and remote access connectivity

• Printers and peripheral devices

• Basic network connectivity

• 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 develop technical and customer service skills

• Ability to work fully on-site in Alexandria, VA

• Occasional after-hours support

Experience and Qualifications:

• 02 years of IT support, help desk, customer service, or related technical experience

• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience

• ACTIVE Secret or Higher Clearance is required

• Current DoD 8570 / 8140 IAT Level I certification required

• Basic understanding of:

• Windows desktop operating systems

• Microsoft Office / Microsoft 365

• IT ticketing and service management concepts

• 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

Preferred Skills and Certifications:

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

InquisIT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, InquisIT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

• The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.