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Service Desk Associate Jobs in Springfield, VA (NOW HIRING)

ASM Research

Service Desk Supervisor

Manassas, VA · On-site

Bachelor's degree, or Associate degree + 2 years additional relevant experience, or 4 years ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...

ASM Research

Service Desk Supervisor

Manassas, VA · On-site

Bachelor's degree, or Associate degree + 2 years additional relevant experience, or 4 years ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...

ASM Research

Service Desk Supervisor

Manassas, VA · On-site

Bachelor's degree, or Associate degree + 2 years additional relevant experience, or 4 years ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...

ASM Research

Service Desk Supervisor

Manassas, VA · On-site

Bachelor's degree, or Associate degree + 2 years additional relevant experience, or 4 years ... Strong Service Desk background with hands-on troubleshooting experience. * ITIL v4 Foundation ...

AC Hotel Bethesda

Front Desk Associate

Bethesda, MD · On-site

$20 - $21/hr

... select service, extended stay, and lifestyle hotels in key markets across the United States. OTO ... Front Desk Associate Department: Property Hourly Position Reports to: General Manager Revised 5/8 ...

OTO Development

Front Desk Associate

Bethesda, MD

$20 - $21/hr

... select service, extended stay, and lifestyle hotels in key markets across the United States. OTO ... Front Desk Associate Department: Property Hourly Position Reports to: General Manager Revised 5/8 ...

Arch Amenities Group

Front Desk Associate

Ashburn, VA · On-site

$14.25 - $18.50/hr

This role is responsible for providing exceptional customer service, assisting with memberships and ... The Front Desk Associate regularly interacts with members, guests, staff, and vendors while working ...

Career Site

Front Desk Associate

Ashburn, VA · On-site

$14.25 - $18.50/hr

This role is responsible for providing exceptional customer service, assisting with memberships and ... The Front Desk Associate regularly interacts with members, guests, staff, and vendors while working ...

Arch Amenities Group

Front Desk Associate

Ashburn, VA · On-site

$14.25 - $18.50/hr

This role is responsible for providing exceptional customer service, assisting with memberships and ... The Front Desk Associate regularly interacts with members, guests, staff, and vendors while working ...

Gold's Gym

Front Desk Associate

MD · On-site

$11.50/hr

Front Desk Associate The Front Desk Associate will greet and direct members, guests and staff as ... This detail-oriented individual will possess excellent customer service skills and the ability to ...

Arch Amenities Group

Front Desk

Herndon, VA · On-site

$14.50 - $18.50/hr

The Front Desk Associate is responsible for greeting guests and members and must be well versed in the facility and the different services and amenities offered. The Front Desk Associate is able to ...

Arch Amenities Group

Front Desk

Herndon, VA · On-site

$14.50 - $18.50/hr

The Front Desk Associate is responsible for greeting guests and members and must be well versed in the facility and the different services and amenities offered. The Front Desk Associate is able to ...

Career Site

Front Desk

Herndon, VA

$14.50 - $18.50/hr

The Front Desk Associate is responsible for greeting guests and members and must be well versed in the facility and the different services and amenities offered. The Front Desk Associate is able to ...

Marathon TS

Service Desk Technician

Herndon, VA · On-site

Service Desk Technician Job Summary The Service Desk Technician I serves as the first point of ... Associate or Bachelor's degree in Information Technology, Computer Science, or a related field ...

SafeSplash

Front Desk Associate

Alexandria, VA · On-site

$13 - $17/hr

Grow your career in the industry What will you do as a Front Desk Associate? * Assist clients and ... Exceptional customer service focus: deliver quality experience, can handle pressure of customer ...

ASM Research

Service Desk Manager

Lorton, VA · On-site

Position Summary The Service Desk Manager oversees daily operations of the external-facing service ... Associate's or Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years ...

Tempo by Hilton

Front Desk Associate

Washington, DC · On-site

$15.75 - $20.50/hr

... select service, extended stay, and lifestyle hotels in key markets across the United States. OTO ... Front Desk Associate Department: Property Hourly Position Reports to: General Manager Revised 5/8 ...

OTO Development

Front Desk Associate

Washington, DC

$15.75 - $20.50/hr

... select service, extended stay, and lifestyle hotels in key markets across the United States. OTO ... Front Desk Associate Department: Property Hourly Position Reports to: General Manager Revised 5/8 ...

Marathon TS

Be Seen First

Service Desk Technician

Herndon, VA · On-site

$20 - $24/hr

Service Desk Technician Job Summary The Service Desk Technician I serves as the first point of ... Associate or Bachelor's degree in Information Technology, Computer Science, or a related field ...

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All JobsService Desk Associate JobsService Desk Associate Jobs in Springfield, VA

Service Desk Associate information

See Springfield, VA salary details

$9

$21

$39

How much do service desk associate jobs pay per hour?

As of Sep 5, 2026, the average hourly pay for service desk associate in Springfield, VA is $21.17, according to ZipRecruiter salary data. Most workers in this role earn between $15.34 and $24.86 per hour, depending on experience, location, and employer.

What is a service desk associate?

Service Desk Associates are frontline support professionals who assist customers or employees with technical issues, service requests, and general inquiries. They typically work in retail, IT, or customer service environments, providing solutions to problems, guiding users through troubleshooting steps, and escalating complex issues to higher-level support when necessary. Their role is crucial in ensuring smooth operations, maintaining customer satisfaction, and improving overall service quality. Service Desk Associates often use ticketing systems to track and resolve requests efficiently.

What skills and qualifications are needed to be a service desk associate?

To thrive as a Service Desk Associate, you need strong problem-solving abilities, customer service skills, and a basic understanding of IT concepts, typically supported by a high school diploma or equivalent. Familiarity with ticketing systems like ServiceNow or Zendesk, and basic knowledge of operating systems and remote support tools, are commonly required. Excellent communication, patience, and the ability to remain calm under pressure are standout soft skills in this role. These skills are crucial for efficiently resolving user issues, maintaining high customer satisfaction, and ensuring smooth IT operations.

What challenges do service desk associates face, and how can they manage them?

Service Desk Associates often encounter challenges such as handling high volumes of support requests, managing difficult customer interactions, and troubleshooting a wide range of technical issues. To manage these challenges effectively, it's important to prioritize tasks, communicate clearly with customers, and use available resources such as knowledge bases or escalation procedures. Building strong problem-solving skills and maintaining patience under pressure are also crucial to success in this role.

What are the most commonly searched types of Service Desk jobs in Springfield, VA?

The most popular types of Service Desk jobs in Springfield, VA are:

What are popular job titles related to Service Desk Associate jobs in Springfield, VA?

For Service Desk Associate jobs in Springfield, VA, the most frequently searched job titles are:

What job categories do people searching Service Desk Associate jobs in Springfield, VA look for?

The top searched job categories for Service Desk Associate jobs in Springfield, VA are:

What cities near Springfield, VA are hiring for Service Desk Associate jobs?

Cities near Springfield, VA with the most Service Desk Associate job openings:

Service Desk Associate jobs near you
Infographic showing various Service Desk Associate job openings in Springfield, VA as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 23% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $44,039 per year, or $21.2 per hour.

Service Desk Supervisor

ASM Research

Manassas, VA • On-site

Full-time

Posted 10 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

33rd of 226 rated it services

Job description

Position Overview
Responsible for supporting the client/program to ensure technical support services are delivered to meet customer business needs and expectations. Directs and supervises Service Desk staff responsible for first-level support, ticket documentation, tracking, escalation, and follow-up of all client incidents and requests. Ensures staff maintain the technical proficiency, customer service skills, and process knowledge needed to troubleshoot hardware, software, network, and system issues effectively. Assists in the development of incident, problem, and knowledge management procedures and policies aligned with ITIL/ITSM best practices. Job performed with minimal supervision.
Key Responsibilities
  • Supervise Service Desk staff responsible for first-level, ensuring all incidents and service requests are properly documented, categorized, tracked, and resolved within client Service Level Agreements (SLAs).
  • Oversee, direct, and mentor subordinate technical staff; communicate job expectations, technical standards, and organizational policies, procedures, and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
  • Monitor ticket queues, call volumes, and technician workload to ensure timely triage, escalation, and resolution of incidents.
  • Assist with setting goals, KPIs, and objectives for the Service Desk Operations organization, including first-call resolution (FCR), mean time to resolve (MTTR), and SLA compliance metrics.
  • Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on technical guidance and escalation support for complex or high-priority incidents.
  • Monitor incidents in the ITSM ticketing system (e.g., ServiceNow) and ensure SLAs and OLAs are consistently met; drive root cause analysis and problem management for recurring issues.
  • Contribute to Monthly/Quarterly performance and metrics reports, including trend analysis on ticket volume, SLA adherence, and customer satisfaction.
  • Identify and recommend new or streamlined technical procedures, knowledge base articles, and self-service tools to improve resolution times and reduce ticket volume.
  • Perform follow-up on incidents with customers as needed to confirm resolution and ensure customer satisfaction.
  • Provide leadership, technical mentorship, and direction to staff, including training on new technologies, evaluations, staffing, time reporting, and other HR matters as appropriate.
  • Maintain current knowledge of the operational and technical environment by attending meetings, conferences, and focus groups as appropriate; stay current on emerging technologies affecting the service desk.
  • Clearly define and communicate technical roles, responsibilities, and performance expectations to supervised personnel.
  • Monitor employee technical performance and behavior; coach, mentor, and take corrective action as appropriate, including skills development plans for underperforming technicians.
  • Assist in developing and communicating policies, procedures, standards, and technical processes that promote productivity, consistent troubleshooting methodology, and effective resource utilization.
  • Serve as an escalation point for complex technical issues that exceed Tier 1 capability, coordinating with Tier 2/3, Network, or Infrastructure teams as needed.

Qualifications
  • Bachelor's degree, or Associate degree + 2 years additional relevant experience, or 4 years additional relevant experience in lieu of a degree.
  • 2+ years of management experience, or experience as a technical team lead, in a Service Desk environment.
  • 8+ years of experience in IT Operational areas (Service Desk, Technical Support, Operations, etc.).
  • 3+ years of computer operations/helpdesk experience with direct technical troubleshooting responsibility.
  • 3+ years of client service or public relations experience.
  • Experience with an incident/ticket tracking system (ServiceNow required).
  • Secret clearance required.

Other Job-Specific Skills
  • Strong Service Desk background with hands-on troubleshooting experience.
  • ITIL v4 Foundation certification or working knowledge of ITIL/HDI standards for IT service management (incident, problem, change, and knowledge management).
  • Hands-on experience with enterprise IT environments, including Windows, macOS, Microsoft 365, Active Directory, VPN, and VDI.
  • Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and remote troubleshooting tools sufficient to guide technician-level diagnostics.
  • Ability to adapt to new technologies, tools, and evolving service delivery models.
  • Strong understanding of Service Desk metrics (SLA, FCR, MTTR, CSAT) and how they are applied to operate and supervise a service desk.
  • Excellent customer service, communication, and interpersonal skills.
  • Ability to manage and prioritize multiple concurrent technical issues.
  • Ability to lead and develop a team with a broad range of technical experience levels.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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