Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging with end users and technicians. Troubleshoot, research, diagnose, document, and resolve basic technical issues. Document, track, resolve, and report on problems and work orders using ServiceNow or other designated ticketing system. Has technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, portal, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.
Requires a high school diploma/GED and a minimum of four years of IT experience, of which at least three years must be specialized in support of an IT service desk.

Specialized experience includes support of standard office computing equipment (PC's, laptops, tablets, printers), PC operating systems, (e.g., Windows), Microsoft Office Suite, standard business software applications, smart phones, and work on a service desk.

ITSM ticketing system experience required, ServiceNow experience is preferred.

Mac support experience is a plus.

Must have a positive and patient customer service attitude.

Demonstrated ability to effectively communicate orally and in writing.

Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

A and HDI certifications are required.

Must be able to obtain agency suitability clearance.