Service Desk Agents - Tier 1

Service Desk Agents – Tier 1

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 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.

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.