Service Desk Technician Tier 1 (Windows)

TL;DR

Service Desk Technician Tier 1 (Windows): Providing technical support and infrastructure maintenance for clients within a managed services environment with an accent on Active Directory, Windows administration, and incident resolution. Focus on maintaining user uptime, troubleshooting hardware/software issues, and adhering to strict SLAs and SOPs.

Location: Chantilly, VA. Must have an active Secret Clearance and U.S. Citizenship.

Company

hirify.global Managed Services provides innovative IT solutions and managed services with a client-centric culture focused on urgency and long-term relationships.

What you will do

• Manage email administration, including account configuration, password resets, and permission troubleshooting.
• Act as the primary point of contact for customer incidents via phone, email, and remote monitoring tools.
• Perform system analysis to determine hardware and software functional specifications for end users.
• Maintain accurate logs in the ticketing system to ensure SLAs are met.
• Develop and update documentation and Standard Operating Procedures (SOPs) as technologies evolve.
• Mentor Level 1 Customer Service Representatives and provide after-hours on-call support.

Requirements

• Active SECRET clearance and U.S. Citizenship are required.
• Minimum 1 year of IT experience in administration and support.
• Proficiency in Windows administration, Active Directory, DHCP, DNS, and Group Policy.
• Strong knowledge of Windows and Mac operating systems.
• Ability to work the Monday-Friday shift from 7:30 AM to 3:30 PM.

Nice to have

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Certifications such as CompTIA A+, Network+, or Microsoft MCSA.
• Previous experience in a fast-paced consulting or MSP environment.
• Basic knowledge of backup solutions, RDS, VPN, and virtualization administration.

Culture & Benefits

• Competitive salary and comprehensive benefits package.
• Collaborative "one-team" environment that values empathy, integrity, and resilience.
• Focus on continuous learning and professional growth through feedback.
• Support for engaging in IT certification programs to develop subject matter expertise.