Service Desk Specialist

Inserso
$23.50/hr-$25.75/hr
paid time off, paid holidays, 401(k)
United States, D.C., Washington
500 C Street Southwest (Show on map)
Nov 04, 2026
Inserso is seeking a Service Desk Specialist to join the team for a rewarding and challenging opportunity to provide Tier 1 support for our DOJ OJP customers in Washington DC. The Service Desk Specialist will be part of a team providing centralized service to handle all: 1) OJP web-based grant and non-grant applications; this involves applications troubleshooting and acting as a bridge between end-users and development teams by resolving issues, providing guidance, and documenting solutions and 2) IT-related queries and operational problems from users with operating systems and desktop applications. We strive to have a high rate of first call resolution but also expect our team to follow escalation processes to route tickets to the appropriate support groups when required. We provide daytime support hours 7 days a week and everyone must have the ability to multitask in a fast-paced environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with mid-level technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods. This role serves as the primary point of contact for external users, including law enforcement agencies, state and local government agencies, tribal organizations, nonprofit organizations, grant applicants, and grantees. Supported systems include JustGrants (JG), the Bulletproof Vest Partnership (BVP) Program, and other OJP grant management and web form-based applications. The Service Desk Specialist will troubleshoot application and account-related issues, assist users throughout the federal grant lifecycle, and serve as a bridge between end users and technical teams by resolving issues, providing system guidance, documenting solutions, and escalating complex issues as appropriate. In addition, the role provides support for IT-related inquiries involving operating systems, desktop applications, account access, and mobile devices. Responsibilities: Answer phones or respond to email requests and create incidents using DOJ OJP's ITSM systems (ServiceNow) and maintain them through resolution. Provide Tier 1 customer and technical support for DOJ OJP grant and non-grant systems, including JustGrants (JG), the Bulletproof Vest Partnership (BVP) Program, and other web-based applications. Assist external stakeholders, including law enforcement agencies, state and local governments, tribal organizations, nonprofit organizations, grant applicants, and grantees, with system access and application-related inquiries. Support users with online application submissions, web form completion, document uploads, and navigation of grant management systems. Troubleshoot and resolve account access issues, including password resets, multi-factor authentication (MFA), role-based permissions, and user profile management. Provide guidance on application workflows, award management functions, reporting requirements, and system functionality throughout the federal grant lifecycle. Support users through application submission, award acceptance, performance and financial reporting, grant modifications, and grant closeout activities. Perform remote diagnostics and troubleshooting of client workstations, mobile devices, and software applications. Provide prompt and courteous customer service. Offer first line of support and provide information that may be found in a knowledge base and/or manuals. Identify, escalate (e.g., Tier 2 and Tier 3 escalation), and manage incident resolution; close incidents and service requests including those escalated to third parties and the IT Security Division. Cooperate and support colleagues and interact with other support groups. Follow the knowledge base and priority matrix for issue resolution. Analyze information and evaluate results to choose the best solution to solve issues. Resolve technical issues within the policies and standard operating procedures provided. Observe, receive, and otherwise obtain information from any relevant source. Perform remote diagnostics and troubleshoot client workstations and mobile devices. Troubleshoot and resolve incidents involving Windows 11, Microsoft 365 (O365), Adobe Acrobat products, Microsoft Edge, Google Chrome, and other supported technologies. Troubleshoot and resolve incidents and problems. Respond to general inquiries and non-technical questions. Provide password recovery for all users on various systems. Required Skills/Experience: Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check. High School Diploma or GED. 1 years of IT Support experience, preferably in a Service/Help Desk or Call Center environment. Experience using ServiceNow, Remedy or equivalent ITSM. Experience configuring/supporting Windows 11 or higher operating system. Experience configuring/supporting Microsoft Office O365. Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, or Google Chrome. Able to work in an environment that is open 7 days a week, including holidays. Preferred Skills/Experience: HDI certification. ITIL Foundation certification. Other relevant technical certifications (e.g., Microsoft, CompTIA, etc.). Experience supporting DOJ or other similar federal agencies. Physical and/or Mental Qualifications: Effectively communicate with customers, stakeholders, and technical specialists. Able to work with minimal supervision. EOE, including Disability/Vets. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job. Salary Range: $23.50/Hour to $25.75/Hour The hourly rate range considers additional factors including, but not limited to, knowledge, skills, and abilities; relevant experience; education; certifications; and geographic location. Inserso cares about the health and wellbeing of its employees and their families. In addition to base salary and dependent upon your employment status, Inserso provides a comprehensive benefits package, to include Health Insurance; Short and Long-Term Disability; Life and AD&D Insurance; 401(k); Company-Paid Holidays; and Paid Time Off (PTO) for vacation/personal matters.