Entry Level Service Desk Support - (Herndon, VA)
Serco, Mc Lean, VA, United States
Position Description & Qualifications
Are you someone that wants to expand your career working in IT? Are you working in IT and want to expand your knowledge? Serco is seeking
Entry Level Service Desk Support
to join our Service Desk Support Team to assist and provide support for our Serco employees and contractors in
Herndon, VA - (Hybrid).
Serco works to provide responsive, reliable frontline IT support that enables its customers to perform their missions without disruption, ensuring efficient service delivery to end users.
You will be part of a service desk that delivers frontline IT support by resolving issues, managing service requests, and ensuring reliable, user-focused service to keep business operations running smoothly.
In this role, you will:
Serve as the first point of contact.
The candidate will respond to user inquiries via phone, email, chat or ticketing systems.
Log and manage tickets.
Accurately document incidents and service requests, including details, categorization, and priority.
Perform basic troubleshooting.
Resolve common issues such as password resets, account access, and basic hardware/software problems.
Provide user support and guidance.
Assist users with how-to questions and system navigation.
Maintain communication.
Keep users informed on ticket status, expected timelines, and resolutions.
Ensure customer satisfaction.
Deliver professional, courteous service with a focus on user experience.
Document resolutions.
Update tickets with clear notes and contribute to knowledge base improvements when applicable.
To be successful in this role, you will have:
U.S Citizenship required.
An associate’s degree in computer science, IT or similar.
Or a High School Diploma/GED with minimum 2 years of experience in IT support, customer service, or help desk environment.
Basic understanding of Windows operating systems, Microsoft 365, Active Directory, basic networking concepts and familiarity with ticketing systems.
Strong written and verbal communication skills.
Time management skills and the ability to handle multiple requests.
Strong troubleshooting and problem-solving skills.
Additional desired experience and skills:
HDI certification.
ITIL Foundation certification.
Ability to work in a fast-paced, team-orientated environment.
Flexibility for shift work.
If you are interested in supporting and working with our Service Desk with the Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time‑off programs that support work‑life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.
Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
#J-18808-Ljbffr
Entry Level Service Desk Support
to join our Service Desk Support Team to assist and provide support for our Serco employees and contractors in
Herndon, VA - (Hybrid).
Serco works to provide responsive, reliable frontline IT support that enables its customers to perform their missions without disruption, ensuring efficient service delivery to end users.
You will be part of a service desk that delivers frontline IT support by resolving issues, managing service requests, and ensuring reliable, user-focused service to keep business operations running smoothly.
In this role, you will:
Serve as the first point of contact.
The candidate will respond to user inquiries via phone, email, chat or ticketing systems.
Log and manage tickets.
Accurately document incidents and service requests, including details, categorization, and priority.
Perform basic troubleshooting.
Resolve common issues such as password resets, account access, and basic hardware/software problems.
Provide user support and guidance.
Assist users with how-to questions and system navigation.
Maintain communication.
Keep users informed on ticket status, expected timelines, and resolutions.
Ensure customer satisfaction.
Deliver professional, courteous service with a focus on user experience.
Document resolutions.
Update tickets with clear notes and contribute to knowledge base improvements when applicable.
To be successful in this role, you will have:
U.S Citizenship required.
An associate’s degree in computer science, IT or similar.
Or a High School Diploma/GED with minimum 2 years of experience in IT support, customer service, or help desk environment.
Basic understanding of Windows operating systems, Microsoft 365, Active Directory, basic networking concepts and familiarity with ticketing systems.
Strong written and verbal communication skills.
Time management skills and the ability to handle multiple requests.
Strong troubleshooting and problem-solving skills.
Additional desired experience and skills:
HDI certification.
ITIL Foundation certification.
Ability to work in a fast-paced, team-orientated environment.
Flexibility for shift work.
If you are interested in supporting and working with our Service Desk with the Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time‑off programs that support work‑life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.
Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
#J-18808-Ljbffr