Service Desk Agents – Tier 1 (DW2603HT)

Datawiz • Washington, DC

1d • Hybrid

About The Position

Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 1. ~~~ Position contingent upon contract award ~~~ Multiple positions available. Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. Datawiz Company Description Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. Job Description The Tier 1 Service Desk Agent provides frontline technical support within a 24/7 hybrid Service Desk environment supporting a distributed Government enterprise.

Requirements

• Three (3) years' Service Desk experience.
• One (1) year supporting macOS.
• Experience supporting Microsoft 365.
• Experience supporting VPN and secure connectivity tools.
• Familiarity with enterprise ticketing systems.
• Basic understanding of device inventory tracking processes.
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.
• Must be a U.S. Citizen.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Must successfully complete required background investigation and security training.

Nice To Haves

• ITIL Foundation certification.
• Experience supporting large, distributed enterprise environments.
• Experience supporting transition or surge operations.

Responsibilities

• Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
• Log and manage service tickets in the ITSM platform.
• Troubleshoot Windows, macOS, and Microsoft 365 applications.
• Support mobile device configuration and troubleshooting.
• Administer user accounts and access changes.
• Support secure VPN connectivity.
• Escalate complex issues appropriately.
• Assist with asset tracking updates and device inventory documentation.
• Support device deployment, refresh, and return processes.
• Maintain compliance with Government security and data handling requirements.

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed