Junior Service Desk Technician (Tier 1 / Junior IT Specialist)

Job Description

Job Description

Ignite IT is seeking a Junior Service Desk Technician to support the U.S. Department of the Treasury Enterprise Service Desk. This is an excellent opportunity for an early-career IT professional looking to build hands-on experience supporting enterprise users in a federal environment.

As a member of the Service Desk team, you'll serve as the first point of contact for end users experiencing technical issues. You'll troubleshoot common hardware, software, account, and connectivity problems while delivering exceptional customer service and documenting all work within ServiceNow. This role offers exposure to enterprise technologies, established IT service management processes, and opportunities for professional growth.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system
• Create, update, prioritize, and manage incidents within ServiceNow
• Provide timely, professional customer service while maintaining established service level agreements (SLAs)
• Troubleshoot and resolve Tier 1 technical issues involving:

• Windows operating systems
• Microsoft Office 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Password resets and account lockouts
• Laptop, docking station, printer, and peripheral issues
• Network and Wi-Fi connectivity
• Remote access technologies including VDI and Zscaler
• Mobile devices including iPhone and iPad
• Follow documented troubleshooting procedures and knowledge base articles
• Escalate complex issues to Tier 2 support teams when appropriate
• Document troubleshooting steps and resolutions accurately
• Collaborate with senior technicians to resolve escalated issues
• Maintain quality standards while working in a fast-paced service desk environment

Work Schedule:

• Service Desk Hours of Operation are between 7 AM – 10 PM ET
• Work schedules will fall within these operating hours and may be adjusted based on mission requirements.

Requirements

• U.S. Citizenship with the ability to obtain a High Public Trust clearance
• 1 - 3 years of experience supporting users in a Service Desk, Help Desk, or IT Support environment
• Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Experience troubleshooting Windows operating systems and Microsoft Office 365 applications
• Experience working with an ITSM platform such as ServiceNow
• Strong customer service, communication, and troubleshooting skills
• Ability to follow documented processes while managing multiple priorities in an SLA-driven environment

Preferred Qualifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• ITIL Foundation Certification
• HDI Support Center Certification
• Experience supporting a federal government or large enterprise environment
• Familiarity with ServiceNow workflows, ticket categorization, and reporting

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance