Service Desk Specialist

We are an employee-centric company that truly values our team members and the contributions they make to our customers and the missions they support. We pride ourselves on being forward-leaning thinkers and on building teams that are, and continue to be, technically proficient across a broad range of cyber mission areas. OneZero full-time employees receive a highly competitive benefits package, including health, dental, vision, and life insurance, a 401(k) with company matching, paid time off and holidays, an employee referral program, and educational assistance. Additional details are available on our website: https://www.onezerollc.com/careers/

Position Title: Service Desk Specialist

Location: Alexandria, VA On Site

Clearance: None required. Must be a U.S. person and eligible to obtain a clearance if later required.

Summary

OneZero Solutions is hiring a Service Desk Specialist to support our 185+ employee team from our Alexandria office. This is a deliberately designed growth role. You will start by owning day-to-day IT support and asset management, and you will be trained directly by our Director of Information Technology toward broader ownership of our service management, quality, and security compliance functions over time.

We are not looking for someone who already knows all of this. We are looking for someone who is technically curious, careful with details, genuinely enjoys helping colleagues solve problems, and wants to build a career rather than work a queue. If that is you, we will invest in getting you there.

Roughly one fifth of your scheduled time is protected for structured training and development, not squeezed in around ticket volume. That includes cross-training on the service management and audit practices that support our CMMI Maturity Level 3 appraisal and our ISO 20000-1, ISO 9001, and ISO 27001 registrations, and hands-on participation in the AI tooling we are building on top of our own service desk data.

Service Desk Operations

• Serve as first point of contact for IT support requests across the company
• Intake, categorize, prioritize, and resolve tier-one incidents and service requests
• Escalate appropriately to the Director of Information Technology with clear documentation of what you tried
• Document resolutions so the next person does not have to solve the same problem twice

Onboarding, Offboarding, and Asset Management

• Coordinate IT provisioning for new hires including accounts, access, and equipment
• Execute offboarding steps including access revocation and equipment recovery
• Image and enroll devices through Microsoft Intune and Endpoint Manager
• Maintain accurate hardware and software inventory records
• Support device refresh planning and secure disposition

Documentation and Service Quality

• Write and maintain knowledgebase articles in plain language
• Keep ticket categorization and records clean enough to be audit-ready
• Collect service level data that feeds monthly service reporting
• Learn and apply the documentation practices required by our quality and security frameworks

Growth and Development

• Participate in structured cross-training with the Director of Information Technology on service management, quality, and security compliance duties
• Contribute to AI tooling work including service desk dataset hygiene, testing AI-assisted triage and knowledge search, and gathering user feedback
• Build toward independent ownership of service reporting, tool administration, and compliance evidence as capability is demonstrated

Growth Path

This role has a defined progression. Advancement is based on demonstrated capability, not tenure alone.

Qualifications

Education and Experience

• Associate's degree in information technology or a related field, or a high school diploma plus a relevant technical certification, or equivalent practical experience
• Zero to two years of IT support experience, including internships, coursework labs, or comparable hands-on work
• Working familiarity with the Windows desktop environment and Microsoft 365 end-user applications
• Demonstrated troubleshooting methodology, meaning you can explain how you isolate a problem, not just that you fixed one
• Ability to work onsite in Alexandria, VA a minimum of four days per week

Preferred Qualifications

• CompTIA A+, Microsoft MS-900, or Microsoft MD-102
• Exposure to Microsoft Intune or Endpoint Manager
• Experience using a ticketing or service management system in any capacity
• Curiosity about scripting or automation such as PowerShell, Python, or Power Automate
• Interest in AI tooling and how it can be applied to real operational problems
• Prior work or internship experience in government contracting

Skills and Abilities

• Clear written and verbal communication with non-technical colleagues, including patience under pressure
• Strong organizational habits and reliable follow-through on open items
• Detail-oriented approach to documentation and record keeping
• Willingness to ask questions early rather than stall quietly
• Ability to maintain confidentiality and exercise discretion
• Genuine interest in learning service management, quality, and security compliance practice

OneZero Solutions, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

To request an accommodation, please contact us at [email protected] or call (202) 987-2580.