Tier I Service Desk Specialist
Position Summary
This is an ONSITE position located in Washington, D.C.
NCC is seeking a Tier I Service Desk Specialist to join our team. This role is responsible for serving as the first point of contact for end users requiring technical assistance by providing front-line support for routine hardware, software, network, and telecommunications issues. Responsibilities include diagnosing and resolving technical problems, accurately documenting and tracking service requests, prioritizing and categorizing incidents, and escalating complex issues to Tier II support or specialized technical teams when appropriate. The successful candidate will deliver exceptional customer service while ensuring incidents are managed and resolved in accordance with established service level objectives and IT service management (ITSM) processes.
Key Areas of Responsibility
- Serve as the initial point of contact for end users requesting technical support via telephone, email, chat, or other approved communication channels.
- Receive, triage, prioritize, categorize, and document service requests and incidents in accordance with established IT service management (ITSM) processes.
- Diagnose, troubleshoot, and resolve routine hardware, software, network, telecommunications, and account-related issues.
- Utilize knowledge bases, historical ticket data, and documented procedures to identify and resolve technical issues.
- Escalate unresolved or complex incidents to Tier II support, product line specialists, or other technical teams while providing complete and accurate documentation.
- Maintain accurate service tickets, customer records, and tracking databases to ensure timely resolution and reporting.
- Identify recurring issues and trends and communicate them to management for further analysis and continuous service improvement.
- Provide professional customer service and technical guidance to end users throughout the incident resolution process.
- Perform other duties as assigned.
Minimum Requirements
- Obtain and maintain a Public Trust clearance (must be able to pass a criminal background check & credit check).
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or an additional four (4) years of directly related experience in lieu of a degree.
- One (1) to two (2) years of experience providing end-user technical support via telephone, remote support, and/or in-person.
- Must maintain at least one applicable industry certification (or equivalent), such as CompTIA, ITIL, MCSA, MCP, MCSE, or HDI Desktop Support Technician.
- Demonstrated experience using IT service management (ITSM) and ticketing systems.
- Basic understanding of business analysis principles and structured troubleshooting methodologies.
- Demonstrated ability to analyze technical issues, provide effective solutions, and communicate technical guidance to end users.
- Strong customer service, written communication, verbal communication, and organizational skills.
Compensation:
$50,000-$55,000 The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.
NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.
NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us and reference the position.
NCC is an Equal Opportunity/Affirmative Action Employer (Minority/Female/Veteran/Disabled).
Equal employment opportunity, including veterans and individuals with disabilities.
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