A leading organization in Winchester, VA is seeking a Service Desk Technician for a hybrid position requiring on-site presence three times a week. The role involves being the first point of contact for internal IT support in a high-volume environment.

About the Opportunity:
- Shift: Multiple options available
- Schedule: Monday to Friday
- Hours: Various shifts
- Setting: Hybrid (3x a week onsite in Winchester, VA)
Responsibilities:
- Responding to inbound calls to provide Tier 1 technical support and troubleshooting
- Supporting users via web queues, email, and outbound communication
- Documenting incidents, requests, and resolutions in ticketing systems
- Escalating issues outside of scope to the appropriate teams
- Maintaining adherence to SLAs, policies, and service desk procedures
- Performing other duties, as needed
Qualifications:
- 3+ years of IT support experience
- High School Diploma / GED
- Familiarity with ITIL best practices
- Basic troubleshooting across systems and hardware
- Experience with ticketing systems (e.g., ServiceNow)
- Strong verbal and written communication skills
- Ability to multitask in a fast-paced environment
- Strong customer service skills
- Problem-solving abilities
Desired Qualifications:
- 3+ years of experience in a Help Desk environment
- Associate's and/or Bachelor's Degree
- Knowledge of Enterprise IT Operations
- Experience with ServiceNow or similar tools
