ClearanceJobs
divh2Service Desk Technician (Tier 1.5)/h2pLooking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, youll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and escalating complex incidents when necessary. Youll play a key part in keeping operations running smoothly while delivering exceptional service to end users. This is a great opportunity for someone with foundational Information Technology (IT) experience who is ready to take the next step in their career. Join a collaborative team where your problem-solving skills and contributions are valued every day./ppKey Responsibilities:/pulliRespond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions./liliAccurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs./liliTroubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary./liliMaintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution./liliCollaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery./liliAssist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence./li/ulpGeneral Responsibilities and Duties:/pulliReceives and logs customer issues/requests and documents per standards. This includes recording all interactions with customers, assigning priority, classifying issues and clearly indicating the resolution of the issues in the incident tracking system./liliPerforms triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues./liliMonitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket./liliAdheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents./liliPerforms incident follow up with contacts to provide exceptional customer satisfaction./liliThrough provided training develops and maintains knowledge of the incident tracking system./liliThrough provided training, develops and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives./liliHas a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates./liliSeeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism./liliOther supporting duties as directed./li/ulpMinimum Qualifications:/pulliAssociate or Bachelors degree in Computer Science, Information Technology, or a related field; or equivalent foundational knowledge in software development or scripting./liliMinimum of three (3) years of experience in an IT support or customer service role, with a strong emphasis on end-user satisfaction./liliSolid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services and a strong/li/ulpSecurity Clearance:/pulliActive TS/SCI clearance/li/ulpCertifications:/pulliMust possess a DoD 8140 compliant certification (e.g., Security+, CEH, CySA+) enabling privileged access on a National Security System (NSS)./liliMicrosoft Azure technical certification is preferred (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services./li/ulpRequired Job Specific Skills:/pulliAbility to develop and apply PowerShell scripts to automate routine tasks, streamline processes, and support system management./liliFamiliarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration./liliExperience supporting and troubleshooting Windows Server operating systems in a production environment./liliUnderstanding of and experience applying IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery./liliStrong analytical and problem-solving skills with high attention to detail./liliAbility to thrive in a fast-paced, high-visibility environment, with a demonstrated capacity for rapid learning and adaptability./liliWillingness to learn cloud technologies./liliExperience writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages./liliBasic understanding of core networking concepts such as IP addressing, DNS, DHCP, and VPNs./liliProven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset./li/ulpOther Job Specific Skills:/pulliDemonstrates a friendly, courteous demeanor in customer interactions. Expresses empathy and takes issue ownership when dealing with difficult customer situations/liliDriven to meet the speed of answer objective by being a team player during high workload fluctuation./liliUsing a knowledge document works independently and maintains a high-degree of professional conduct./liliTechnical expertise in:/liulliMicrosoft Windows Operating Systems/liliMicrosoft Office/liliNetwork Connectivity/liliWorkstations (PC) troubleshooting/li/ulliRapid learner of new software applications/liliAbility to interact effectively with others/liliAptitude to multi-task workloads/liliAbility to remain calm and courteous in periods of stress/liliAbility to work with broad range of experience levels/liliGood administrative and organizational skills/liliExcellence in knowledge management/li/ul/div