Service Desk Technicians (Tier I)

Job Description

Job Description

Service Desk Technicians (Tier I)About Blue Rose Consulting Group

Blue Rose Consulting Group, Inc. (Blue Rose) is a certified HUBZone and Service-Disabled Veteran-Owned Small Business supporting Federal customers with mission-focused technology, professional services, and operational support. We are building a team for the anticipated Department of State Global Mission Operations Support (GMOS) effort supporting the Bureau of Diplomatic Technology, Enterprise Applications Directorate, Office of Consular Systems and Technology.

About the Role

Provide reliable Tier I help desk and service desk support for Department of State personnel across global facilities and enterprise IT environments. This position serves as the primary point of contact for end-user IT inquiries, supporting domestic and overseas users with initial incident triage, technical troubleshooting, service request fulfillment, and timely issue escalation. This is a contingent position based on contract award and final customer requirements.

What You’ll Do

• Serve as the initial contact for end users requesting technical assistance, logging all incoming incidents and service requests accurately in the ticketing system.

• Perform initial triage, basic troubleshooting, and resolution for endpoint, software, account access, and technical support inquiries.

• Utilize enterprise IT service management tools, with an emphasis on ServiceNow, to document user interactions, track incident status, and ensure prompt resolution.

• Follow established incident management procedures to escalate unresolved or complex technical issues to Tier II/Tier III support teams.

• Deliver exceptional, customer-focused communication and technical support to end users across all communication channels.

Minimum Requirements

• 2+ years of direct IT help desk or service desk support experience.

• Hands-on proficiency with enterprise ticketing systems, with a strong preference for ServiceNow experience.

• Demonstrated strong customer service, problem-solving, and verbal/written communication skills.

• Proven experience with standard incident triage, logging, prioritization, and escalation workflows.

• Active Secret security clearance.

Preferred Qualifications

• Experience supporting Department of State, Bureau of Diplomatic Technology, or other Federal IT environments.

• CompTIA A+, Network+, ITIL Foundation, or equivalent industry certifications.

• Familiarity with remote support tools, Microsoft environment support, and standard Government-furnished equipment procedures.

Compensation & Benefits

Compensation will be commensurate with experience, qualifications, assigned work location, and final contract requirements. Blue Rose offers a competitive benefits package for eligible full-time employees. Specific compensation and benefit details will be provided during the recruiting process.

Application Process

Please submit a current resume that clearly demonstrates the required experience, technical qualifications, certifications, and active security clearance. Candidates selected for consideration may be asked to provide additional information to support contract staffing and clearance verification.

Blue Rose Consulting Group, Inc. is an Equal Opportunity Employer.

This position is in anticipation of contract award and is contingent upon successful contract award. Applicants will be contacted regarding employment opportunities upon award notification.