Service Desk Specialist (Tier I/II)

We are seeking a proactive, customer-focused Service Desk Specialist to join our team supporting the Office of the Chief Information Officer within a secure operational environment.

This position serves as the primary face of IT operations for our end-user community. The role centers on high-touch customer support, rapid issue resolution, and core identity/access administration, including Active Directory, Exchange, and credential issuance.

The ideal candidate does not merely close tickets but takes complete ownership of user issues from initial contact through verified resolution. We are looking for a self-starter who thrives on interpersonal communication, possesses high empathy for users operating under tight mission constraints, and actively seeks ways to streamline daily administrative processes without waiting for step-by-step direction.

Key Responsibilities:

- Deliver exceptional, white-glove technical support via phone, walk-in, email, and ticket queues, maintaining clear, professional, and empathetic communication at all times.
- Drive end-to-end ownership of user issues: perform thorough intake, troubleshoot diligently, document all steps clearly, and follow up directly with users to verify satisfaction before closing tickets.
- Execute daily identity and access management functions, including Active Directory account lifecycle tasks (creation, modification, offboarding, group policy adjustments, and permission management).
- Administer Exchange objects, including user mailboxes, distribution groups, shared resources, and calendar permissions.
- Facilitate secure credential management, issuance, and token provisioning in strict adherence to operational security procedures.
- Maintain rigorous ticket hygiene in ServiceNow, ensuring accurate categorization, detailed troubleshooting notes, reliable asset associations, and adherence to established SLAs.
- Identify repetitive user bottlenecks or recurring friction points in account administration; take the initiative to document clear Standard Operating Procedures (SOPs) or suggest process improvements to leadership.
- Deploy, configure, and troubleshoot end-user hardware, peripherals, secure workstations, and network printing assets.
- Collaborate constructively across technical teams when escalation is required, ensuring warm handoffs and keeping the end user informed of progress.
- Assist with hardware inventory tracking, auditing, and asset reconciliation within ServiceNow to maintain accountability.

What Success Looks Like in This Role:

- Accountability: You treat user problems as your own until resolved, avoiding "not my job" handoffs and ensuring no ticket stalls in a queue.
- Customer Advocacy: You understand that high-security environments present unique workflow friction for users, and you patiently guide them to workable solutions.
- Drive and Resourcefulness: When you encounter an unfamiliar problem, you research documentation, consult knowledge bases, and test solutions independently before escalating.
- Process Discipline: You understand that accurate documentation and procedural compliance are vital to security and operational consistency.

Qualifications:

- Education and Experience: Bachelor's degree and 6 years of related IT support experience, or 7 years of specialized IT support experience in lieu of a degree.
- Citizenship: U.S. Citizenship is strictly required.
- Clearance: Must possess an active Top Secret or DOE Q clearance.
- Preferred Certifications: CompTIA A+, CompTIA Security+, CompTIA Network+, HDI Customer Service Representative/Support Center Analyst, or ITIL 4 Foundation.
- Technical Skills: Demonstrated operational experience with Active Directory user/group administration and Exchange management.
- Solid foundation in Windows desktop environments, peripheral hardware troubleshooting, and enterprise workstation deployment.
- Practical experience using enterprise ticketing systems (ServiceNow preferred) for incident, request, and asset management.

- Interpersonal Skills: Proven track record of strong verbal and written communication, conflict resolution, active listening, and customer service excellence.