Service Desk Agents – Tier 1 (DW2603HTC)

GTSC seeks experienced and motivated Service Desk Agents Tier 1.

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.

GTSC Company Description

GTSC delivers secure ITIL-aligned Tier 13 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.

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.

Required Skills

• 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.

Preferred Skills

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

Background Investigation Requirements

• 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.

Benefits

• 15 days of PTO.
• 11 paid federal holidays.
• Medical Dental Vision Life and Disability insurances.
• HSA and FSA.
• Travel assistance program.
• Pet insurance.
• and many others.

GTSC is proud to be an equal opportunity employer committed to recruiting hiring and promoting qualified people of all backgrounds regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal state or local law.

Learn more about your EEO rights as an applicant.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process please tell us how we can help by contacting us at Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.

GTSC participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal state and local laws.

Required Experience:

Unclear Seniority