Help Desk Support, Serco (phone support for FCC IT service Desk), Washington DC

Help Desk Support, Serco (phone support for FCC IT service Desk), Washington DC

Help Desk Support I NC52072850,    Serco,    Washington DC


Washington, D.C., DC, US

Job Description:   Tier I (telephone/email) support for Federal Communications Commission's IT Service Desk located in downtown Washington DC

Federal Communications Commission
445 12th Street, SW
Washington, DC 20554

The specialist will provide user support and customer service on FCC supported computer applications and platforms, troubleshoot problems, and advise on the appropriate action.

This is a non-supervisory position with emphasis on supporting desktop applications on a Wide Area Network in Microsoft Active Directory environment.


Five eight hour shifts during Service Center Hours of operation from 7:00 AM to 9:00 PM, Monday through Friday, and 9:00 AM to 5:00 PM on Saturday and Sunday.

Primary Duties
·  The Service Desk Technician provides phone, email, and walk-in support to a user community of approximately 2,200 on-site at a federal government facility in downtown Washington DC.

·  The Technician will use their knowledge of the Microsoft Windows 7 OS, Microsoft Office 2013, Office 365, and Microsoft Active Directory to resolve and respond to customer questions and requests; primarily over the phone.

·  The Service Desk Technician will use their extensive customer services skills to act as the end users’ single point of contact for the IT department, handling each request with complete customer satisfaction in mind.

·  The most qualified candidates will be able to excel in these areas while working in a structured environment where service level agreement (SLA) performance and other best practice measurements are established as both team and individual goals.

Company Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world’s leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. Our focus on Bringing Service to Life is more than a tagline, it’s the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

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Employment type



Entry level

Job function

Information Technology,Customer Service