Entry Level Linux Help Desk Jobs in Virginia (NOW HIRING)

Ares Enterprise is seeking qualified IT Service Desk, Help Desk, Customer Support, Desktop Support, Technical Support, and IT Operations professionals for a potential Federal Government opportunity supporting the U.S. Patent and Trademark Office (USPTO). This is a broad recruiting opportunity covering multiple skill levels and functional areas, from entry-level customer and Tier 1 support through Tier 2 technical support, executive support, knowledge management, team leadership, and program management. Selected candidates will support a large-scale enterprise environment providing technical and customer support to Government employees, contractors, remote users, executives, and external customers. Depending on experience and assigned role, responsibilities may include: * Provide Tier 1 and Tier 2 IT support through phone, email, chat, voicemail, service portals, and in-person support.
* Receive, document, categorize, troubleshoot, resolve, and escalate incidents and service requests.
* Troubleshoot desktops, laptops, mobile devices, operating systems, applications, peripherals, network connectivity, authentication, and remote-access issues.
* Provide advanced troubleshooting and problem resolution for incidents escalated from the Tier 1 Service Desk.
* Support Microsoft Windows, Microsoft 365, Microsoft Teams, Active Directory, enterprise applications, and end-user computing environments.
* Create and maintain incidents, service requests, problems, tasks, and work orders within enterprise IT Service Management platforms.
* Utilize ServiceNow and Salesforce platforms to manage customer interactions, incidents, service requests, and support activities.
* Support password resets, Multi-Factor Authentication (MFA), PIV authentication, user accounts, email accounts, and other identity and access management functions.
* Create, modify, disable, and de-provision user and system accounts.
* Provide executive/VIP technical support, including troubleshooting hardware and software and supporting meetings, presentations, video conferencing, and travel technology.
* Monitor assigned ticket queues and ensure requests are resolved or escalated within established Service Level Agreements (SLAs).
* Conduct advanced troubleshooting, root-cause analysis, incident trending, and problem analysis.
* Maintain accurate and detailed documentation of customer interactions and troubleshooting activities.
* Develop, maintain, review, and update Knowledge Articles, Standard Operating Procedures (SOPs), user guides, technical documentation, and training materials.
* Support knowledge management, incident management, problem management, request fulfillment, change management, service level management, and configuration management processes.
* Participate in quality assurance activities including ticket reviews, call monitoring, customer satisfaction analysis, and process audits.
* Identify recurring issues and recommend technical, procedural, automation, or knowledge-management improvements.
* Support implementation and use of emerging technologies including AI-enabled service desk capabilities, Virtual Agents, automated case summarization, knowledge search, and workflow automation.
* Participate in training, cross-training, knowledge transfer, continuous service improvement, and process improvement activities.
* Support surge requirements, major incidents, system deployments, migrations, and other special projects as required.
* Maintain compliance with Government security, privacy, cybersecurity, operational, and documentation requirements. Requirements Candidates should meet the requirements applicable to the position for which they are selected: * Minimum 1 year of relevant experience in IT support, help desk/service desk operations, desktop support, customer service, contact center operations, technical support, knowledge management, or a related discipline.
* Strong customer-service orientation with the ability to provide professional and courteous support in a high-volume environment.
* Strong verbal and written communication skills.
* Ability to communicate technical information clearly to both technical and non-technical users.
* Experience documenting customer interactions, troubleshooting activities, resolutions, and escalations.
* Basic understanding of incident management, service requests, troubleshooting, and escalation procedures.
* Ability to follow established SOPs, Knowledge Articles, scripts, security requirements, and operational procedures.
* Ability to meet established response, resolution, quality, and customer-satisfaction SLAs.
* Proficiency using computers, email, collaboration platforms, ticketing systems, and standard office productivity applications.
* Ability to work independently while functioning effectively within a structured team environment.
* Ability to learn new systems, applications, technologies, and Government procedures.
* Ability to successfully complete required Government background investigation, suitability, onboarding, and security requirements.
* Must meet applicable U.S. citizenship requirements established by the Government for the assigned position. Technical Qualifications Experience with one or more of the following is highly desirable: * ServiceNow
* Salesforce
* IT Service Management (ITSM)
* Microsoft Windows
* Microsoft 365
* Microsoft Teams
* Active Directory
* PIV / MFA
* Identity and Access Management
* Desktop and Laptop Support
* Mobile Device Support
* Remote Access / VPN
* Enterprise Service Portals
* Contact Center / ACD / IVR technologies
* Knowledge Management
* SharePoint
* Incident Management
* Problem Management
* Change Management
* Request Fulfillment
* Service Level Management
* CMDB / Configuration Management
* AI-enabled IT support / Virtual Agent technologies Preferred Qualifications * Previous experience supporting a Federal Government customer.
* Experience supporting a large enterprise environment.
* Experience working in an SLA-driven Service Desk or Contact Center.
* ServiceNow and/or Salesforce experience.
* ITIL certification or practical ITIL experience.
* Help Desk Institute (HDI) certification.
* Microsoft technical certification.
* Experience supporting environments with 10,000+ users.
* Experience providing Tier 1 or Tier 2 enterprise technical support.
* Experience supporting executive or VIP customers.
* Experience with Active Directory and account administration.
* Experience creating Knowledge Articles, SOPs, technical documentation, or user guides.
* Experience performing quality assurance, ticket reviews, call monitoring, or service desk reporting.
* Experience with workforce management, call-volume forecasting, scheduling, or contact center operations.
* Experience using automation, Artificial Intelligence, Virtual Agents, or Generative AI within an enterprise support environment.