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Skills
Apple iPadunmatched
Apple iPhoneunmatched
CompTIA Security+unmatched
Computer Scienceunmatched
Customer Relationsunmatched
Customer Support/Serviceunmatched
Dental Insuranceunmatched
Desktop Virtualizationunmatched
Documentationunmatched
Email Technologyunmatched
Establish Prioritiesunmatched
Federal Governmentunmatched
Help Deskunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Information Technology & Information Systemsunmatched
Knowledge Baseunmatched
Laptop PCunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft Product Familyunmatched
Microsoft SharePointunmatched
Microsoft Windows Operating Systemunmatched
Microsoft Windows System Administrationunmatched
Mobile Devicesunmatched
Multitaskingunmatched
Printersunmatched
Problem Solving Skillsunmatched
Quality Managementunmatched
Quality Metricsunmatched
Remote Accessunmatched
Retirement Planunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Technical Supportunmatched
Time Managementunmatched
Treasuryunmatched
United States Citizenunmatched
Vision Planunmatched
Wi-Fiunmatched
Description
Ignite IT is seeking a Junior Service Desk Technician to support the U.S. Department of the Treasury Enterprise Service Desk. This is an excellent opportunity for an early-career IT professional looking to build hands-on experience supporting enterprise users in a federal environment.
As a member of the Service Desk team, you'll serve as the first point of contact for end users experiencing technical issues. You'll troubleshoot common hardware, software, account, and connectivity problems while delivering exceptional customer service and documenting all work within ServiceNow. This role offers exposure to enterprise technologies, established IT service management processes, and opportunities for professional growth.
Responsibilities
Serve as the first point of contact for IT support requests via phone, email, and ticketing system
Create, update, prioritize, and manage incidents within ServiceNow
Provide timely, professional customer service while maintaining established service level agreements (SLAs)
Troubleshoot and resolve Tier 1 technical issues involving:
Windows operating systems
Microsoft Office 365 applications (Outlook, Teams, OneDrive, SharePoint)
Password resets and account lockouts
Laptop, docking station, printer, and peripheral issues
Network and Wi-Fi connectivity
Remote access technologies including VDI and Zscaler
Mobile devices including iPhone and iPad
Follow documented troubleshooting procedures and knowledge base articles
Escalate complex issues to Tier 2 support teams when appropriate
Document troubleshooting steps and resolutions accurately
Collaborate with senior technicians to resolve escalated issues
Maintain quality standards while working in a fast-paced service desk environment
Work Schedule:
Service Desk Hours of Operation are between 7 AM – 10 PM ET
Work schedules will fall within these operating hours and may be adjusted based on mission requirements.
Requirements
U.S. Citizenship with the ability to obtain a High Public Trust clearance
1 - 3 years of experience supporting users in a Service Desk, Help Desk, or IT Support environment
Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Experience troubleshooting Windows operating systems and Microsoft Office 365 applications
Experience working with an ITSM platform such as ServiceNow
Strong customer service, communication, and troubleshooting skills
Ability to follow documented processes while managing multiple priorities in an SLA-driven environment
Preferred Qualifications
CompTIA Security+
Microsoft Certified: Endpoint Administrator Associate
ITIL Foundation Certification
HDI Support Center Certification
Experience supporting a federal government or large enterprise environment
Familiarity with ServiceNow workflows, ticket categorization, and reporting