Service Desk Technician - Tier 1.5 - TS/SCI

We are seeking a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. This role is ideal for IT professionals with foundational experience who are ready to take on more advanced technical challenges. As a Tier 1.5 Service Desk Technician, you will go beyond basic troubleshooting by addressing more complex technical issues, supporting cloud-based systems, and escalating incidents only when necessary.   

You will play a key role in ensuring seamless operations, delivering exceptional service to end users, and contributing to the secure and efficient functioning of critical systems.   

Note: Candidates must possess all required certifications and an active TS/SCI clearance at the time of application. 

Key Responsibilities:

• Serve as the first point of contact for technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience by providing prompt and effective solutions. 

• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring compliance with established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) (e.g., 90% first-call resolution, 95% SLA compliance). 

• Troubleshoot and resolve Tier 1.5-2.0+ level issues related to Azure services, Microsoft Windows environments, and collaboration tools (e.g., Microsoft Teams, Outlook, OneDrive). Escalate more complex incidents to higher-tier support teams as necessary. 

• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution and improve team efficiency. 

• Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery. 

• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to enhance end-user confidence and reduce repeat issues. 

• Develop and execute PowerShell scripts to automate routine tasks, streamline workflows, and support system management. 

• Support compliance with DoD security policies, procedures, and protocols to maintain a secure IT environment. 

Required Qualifications:

Experience: 

• Minimum of five (5) years of experience in an IT support or customer service role with a strong emphasis on end-user satisfaction. 

• Five (5) years of hands-on experience supporting Microsoft Windows environments and troubleshooting issues in an enterprise setting. 

Technical Skills:  

• Demonstrated expertise in core Microsoft technologies such as Active Directory, SharePoint, Exchange, and Windows Server, including deployment, administration, and advanced troubleshooting. 

• Experience troubleshooting and isolating issues in local, cloud, and hybrid environments, including Azure services (e.g., Azure Active Directory, Azure Virtual Machines) and collaboration tools (e.g., Teams, Outlook, OneDrive). 

• Proficiency in writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages. 

• Advanced understanding of networking concepts (e.g., IP addressing, DNS, DHCP, VPNs) with hands-on experience in network troubleshooting and configuration in enterprise environments. 

Certifications:  

• Must possess a DoD 8140-compliant certification enabling privileged access on a National Security System (NSS) at the time of application. Acceptable certifications include: 

• CompTIA Security+ CE 

• Certified Ethical Hacker (CEH) 

• CompTIA CySA+ 

• Or an equivalent DoD 8140-compliant certification. 

Note: There is no grace period for obtaining certifications.

Other Requirements: 

• Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset. 

• Strong analytical and problem-solving skills with high attention to detail. 

• Must be a U.S. Citizen (dual citizenship is not permitted). 

• Must possess a valid U.S. Passport for citizenship validation. 

• Ability to thrive in a fast-paced, high-visibility environment with a demonstrated capacity for rapid learning and adaptability. 

Preferred Qualifications:

Education: 

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent foundational knowledge in software development or scripting. 

Certifications: 

• Microsoft Azure technical certifications (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services. 

• ITIL Foundation Certification or understanding of IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery. 

• CompTIA Network+ or equivalent networking certifications. 

Technical Knowledge: 

• Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration. 

• Knowledge of cybersecurity frameworks (e.g., NIST, RMF, FedRAMP) and experience with cybersecurity tools (e.g., vulnerability scanning, intrusion detection, endpoint security). 

Security Clearance:

• Active TS/SCI clearance required at the time of application. 
• Candidates must be willing to undergo a polygraph examination if required. 

Additional Notes:

• This position is based in Lorton, VA, transitioning to Reston, VA by the end of the year.
• Candidates must be willing to commute locally (No remote work). 

• This role does not include a grace period for obtaining required certifications or a TS/SCI clearance. All qualifications must be met prior to application submission.