Dunhill Professional Search & Government Solutions · 1 week ago
Tier 1.5 Service Desk Technician - TS/SCI
Springfield, VA
Full-time
Onsite
Mid Level
$107K/yr - $117K/yr
3+ years expDunhill Professional Search & Government Solutions is seeking a motivated and customer-focused Service Desk Technician (Tier 1.5) to join their support team operating within a secure Azure enterprise environment. The role involves handling advanced technical issues, supporting cloud-based systems, and ensuring exceptional service delivery to end users.
ConsultingHuman ResourcesRecruitingStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Christopher Hanna
Responsibilities
Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions
Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs
Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary
Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution
Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery
Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence
Receives and logs customer issues/requests and documents per standards. This includes, recording all interactions with customers, assigning priority, classifying issues and clearly indicating the resolution of the issues in the incident tracking system
Performs triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues
Monitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket
Adheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents
Performs incident follow up with contacts to provide exceptional customer satisfaction
Through provided training develops and maintains knowledge of the incident tracking system
Through provided training, develops and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives
Has a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates
Seeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism
Qualification
Required
U.S. Citizenship Required With TS/SCI Security Clearance
Associate or Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent foundational knowledge in software development or scripting
Minimum of three (3) years of experience in an IT support or customer service role, with a strong emphasis on end-user satisfaction
Solid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services
Active TS/SCI clearance
Must possess a DoD 8140 compliant certification (e.g., Security+, CEH, CySA+) enabling privileged access on a National Security System (NSS)
Ability to develop and apply PowerShell scripts to automate routine tasks, streamline processes, and support system management
Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration
Experience supporting and troubleshooting Windows Server operating systems in a production environment
Understanding of and experience applying IT Service Management (ITSM) best practices, ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery
Strong analytical and problem-solving skills with high attention to detail
Ability to thrive in a fast-paced, high-visibility environment, with a demonstrated capacity for rapid learning and adaptability
Willingness to learn cloud technologies
Experience writing and troubleshooting scripts in PowerShell, Bash, Python, or similar scripting languages
Basic understanding of core networking concepts such as IP addressing, DNS, DHCP, and VPNs
Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset
Preferred
Microsoft Azure technical certification is preferred (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services
Company
Dunhill Professional Search & Government Solutions
Dunhill Professional Search & Government Solutions is an executive search and management recruiting firm.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase