Entry Level Service Desk Support - (herndon, VA)

Entry Level Service Desk Support

Serco is seeking Entry Level Service Desk Support to join our Service Desk Support Team to assist and provide support for our Serco employees and contractors in Herndon, VA - (Hybrid).

Serco works to provide responsive, reliable frontline IT support that enables its customers to perform their missions without disruption, ensuring efficient service delivery to end users.

You will be part of a service desk that delivers frontline IT support by resolving issues, managing service requests, and ensuring reliable, user-focused service to keep business operations running smoothly.

In this role, you will:

• Serve as the first point of contact.
• The candidate will respond to user inquiries via phone, email, chat or ticketing systems.
• Log and manage tickets.
• Accurately document incidents and service requests, including details, categorization, and priority.
• Perform basic troubleshooting.
• Resolve common issues such as password resets, account access, and basic hardware/software problems.
• Provide user support and guidance.
• Assist users with how-to questions and system navigation.
• Maintain communication.
• Keep users informed on ticket status, expected timelines, and resolutions.
• Ensure customer satisfaction.
• Deliver professional, courteous service with a focus on user experience.
• Document resolutions.
• Update tickets with clear notes and contribute to knowledge base improvements when applicable.

To be successful in this role, you will have:

• U.S Citizenship required
• An associate's degree in computer science, IT or similar
• Or a High School Diploma/GED with minimum 2 years of experience in IT support, customer service, or help desk environment
• Basic understanding of Windows operating systems, Microsoft 365, Active Directory, basic networking concepts and familiarity with ticketing systems
• Strong written and verbal communication skills
• Time management skills and the ability to handle multiple requests
• Strong troubleshooting and problem-solving skills

Additional desired experience and skills:

• HDI certification
• ITIL Foundation certification
• Ability to work in a fast-paced, team-orientated environment
• Flexibility for shift work

If you are interested in supporting and working with our Service Desk with the Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!