IT Service Desk Technician – Level 1

About the Position

Join ApplyLogic, a veteran-owned small business, to support a complex government client in Washington, DC. As an IT Service Desk Technician (Level 1), you will serve as the vital first point of contact, ensuring seamless technical operations in a fast-paced, structured environment.

Main Missions

• Act as the primary point of contact for users via phone, email, portal, and in-person support.
• Create, manage, and track technical incidents and service requests within the ServiceNow platform.
• Perform essential troubleshooting including password resets, account access management, and Microsoft 365 incidents.
• Resolve connectivity issues related to VPN and basic network troubleshooting.
• Provide foundational support for workstations, printers, and standard software applications.
• Escalate complex technical issues to higher-level support teams when necessary.
• Document all support activities and strictly follow Standard Operating Procedures (SOPs) and knowledge base articles.

Profile Required

• Minimum of 1 year of experience in IT support or help-desk environments.
• Associate degree or technical training in a relevant field is preferred.
• Must be a US Citizen with the ability to obtain a Secret security clearance.
• Strong communication skills with a focus on clear user interaction and detailed documentation.

Required Skills

• Proficiency in Windows 11 and Microsoft 365 (Outlook, Teams, Office).
• Hands-on experience with Active Directory and VPN connectivity.
• Experience with ServiceNow or similar enterprise ticketing platforms.
• Basic understanding of networking concepts and remote support tools.
• CompTIA Security+ certification is a significant plus.

What We Offer

• Competitive salary and comprehensive benefits (Health, Dental, Vision, Life, and Disability insurance).
• 401(k) retirement plan.
• Generous Time Off: 15 days of PTO plus 11 Federal holidays.
• Professional growth: Up to $5,000 dedicated to continuous technical training.