Junior Service Desk Technician

Location: Washington, D.C.
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

Rate:  $20-24 an hour

Client: U.S. Department of the Treasury – Departmental Offices
Location: Washington, DC (On‑site/Hybrid depending on contract requirements)
Clearance: Ability to pass a federal background investigation
Employment Type: Full‑time, Contractor 

Position Summary

We are seeking a motivated Junior Service Desk Technician to support the Department of the Treasury’s Enterprise Service Desk. This role is ideal for early‑career IT professionals seeking hands‑on experience in a federal environment while developing strong technical troubleshooting and customer service skills.

As the first point of contact for all IT inquiries, you will help resolve technical issues related to software, hardware, account access, mobile devices, and remote connectivity. Candidates should be reliable, customer‑focused, and ready to grow in a fast‑paced environment,  while documenting all work in ServiceNow.

Duties and Responsibilities

• Serve as the initial point of contact via phone, email, and ticketing system
• Provide courteous, professional, and timely customer service
• Create, update, and triage tickets within ServiceNow
• Document all work performed accurately and consistently
• Troubleshoot Tier 1 issues involving:
  • Password resets and account lockouts
  • Outlook, Teams, OneDrive, and SharePoint
  • Laptop, docking station, and peripheral issues
  • Network and Wi‑Fi connectivity
  • Remote access / VDI / Zscaler issues
  • Mobile device (iPhone/iPad) support
• Follow standard operating procedures and knowledge articles
• Escalate tickets to Tier 2 when appropriate
• Collaborate with senior team members on escalated issues.
• Meet or exceed SLAs and performance targets

Required Qualifications

• U.S. Citizenship with the ability to obtain High Public Trust Clearance
• 1–3+ years of experience in IT support, helpdesk operations, or service desk roles

• Associate's degree in Information Technology, Computer Science, or a related discipline.

• Preferred certifications: CompTIA Security+ and/or Microsoft Certified: Endpoint Administrator Associate.

• Proficiency troubleshooting Windows OS and Microsoft Office Suite
• Experience using ITSM tools such as ServiceNow
• Strong communication, customer service, and problem-solving skills
• Ability to follow detailed procedures and work in an SLA‑driven environment

Preferred Qualifications

• ITIL Foundation certification or equivalent training

• CompTIA Security +, or HDI Support Center certification (nice‑to‑have), and/or Microsoft Certified: Endpoint Administrator Associate.

• Experience supporting federal or large enterprise IT environments
• Familiarity with ServiceNow workflows, ticket categories, and reporting

Work Schedule

• Service Desk Hours of Operation are between 7 AM – 10 PM ET
• Occasional schedule adjustments based on mission needs