Service Desk Administrator, Help Desk Specialist – DOJ EOIR End User Support

IT Coalition

Service Desk Administrator providing technical support for government IT systems. Responsible for monitoring service desk requests, troubleshooting issues, and assisting users across various platforms.

Posted 4/22/2026full-timeFalls Church • Virginia • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Monitor and answer service desk calls and emails to assist customers requiring technical support;
Handle calls, emails, and tickets assigned prior to escalating to other teams or leadership
Add detailed work notes to all assigned tickets until resolved or escalated to another team;
Provide status updates when requested
Move, setup, and/or install IT hardware for customers
Troubleshoot and repair/resolve various issues/requests for peripheral devices
Install, troubleshoot and resolve software issues/requests and provide desk-side end user support when necessary
Update and document inventory changes when necessary
Complete other duties as assigned

Requirements

What you’ll need

Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
A minimum of 1 year of professional experience in Information Technology or a directly related field, preferred
Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person
Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
Experience working with a trouble ticket management system
Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment
Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned

Benefits

Comp & perks

Health, Dental and Vision
401(k)
Tuition Reimbursement
Flexible Spending Account (FSA)
11 Paid Federal Holidays
3 weeks' Paid Time Off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingrepairsoftware installationhardware installationPC hardwarenetworking conceptsMicrosoft OfficeCOTS softwaretrouble ticket management

Soft Skills

written communicationverbal communicationindependenceteam collaborationcustomer serviceproblem-solvingtime managementadaptabilityattention to detailservice-oriented

Certifications

DOJ Public Trust clearance