About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Overview

Confidential client is hiring a Systems Support Engineer I to join a Managed Services Service Desk supporting multiple clients. This Tier 1 role mixes traditional service desk work and NOC-style monitoring: inbound call and ticket handling, initial triage of Sev‑1 alerts, and routine user administration. This position operates on the Fri–Mon (7:30 PM – 6:00 AM) shift and supports a 24x7x365 environment. Hourly range: $24.56 – $36.84 USD.

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What You’ll Do

• Manage inbound calls and tickets while maintaining professionalism, efficiency, and SLA adherence.
• Monitor ticket queues and alerting dashboards to meet response and resolution SLAs.
• Perform Tier 1 troubleshooting and resolution for Windows workstations, end-user devices, business applications, and common hardware/software issues.
• Execute user administration tasks (password resets, account administration, access requests) per client procedures.
• Acknowledge, triage, and take initial action on automated alerts and Sev‑1 incidents (server outages, network/AP outages, power/environment alarms, ISP issues).
• Follow client-specific Knowledge Base Articles (KBAs) and escalation paths; escalate appropriately when resolution is outside Tier 1 scope.
• Document clear, concise ticket notes including troubleshooting steps and outcomes.
• Consistently meet performance metrics and KPIs (SLA performance, ticket quality, escalation accuracy, productivity, attendance, and customer satisfaction).
• Complete other duties as assigned to support service operations.

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Required Qualifications

• Minimum 1 year of IT experience in a Service Desk, NOC, or Managed Services environment.
• Experience working with ITSM platforms, ticketing systems, and incident management processes.
• Fundamental understanding of:
  • Network and cloud concepts
  • Hardware & software troubleshooting
  • Operating systems and standard end-user support
  • Common IT tools (anti-virus, remote access tools, backups, firewalls, servers)
• Strong customer service, verbal, and written communication skills.
• Ability to follow client-specific KBAs, processes, documentation standards, and escalation procedures across multiple customer environments.
• Ability to work a flexible schedule supporting a 24x7x365 operation, including evenings, overnights, weekends, and holidays.
• Strong attention to detail and ability to work in an SLA- and metric-driven environment.
• Self-starter with good time-management skills and a desire to grow technical expertise.

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Preferred Qualifications

• Experience handling escalations and critical incidents.
• Experience in fast-paced consulting or MSP environments.
• Entry-level certifications (CompTIA A+, Network+, Office 365 Fundamentals, ITIL Foundations, HDI) are a plus.
• Experience with Windows administration and management of Active Directory, DHCP, DNS, and Group Policy.

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Shift & Location

• This role operates on the Fri–Mon (7:30 PM – 6:00 AM) shift.
• Job is listed for Chantilly, VA and supports remote/telecommute operations across the US as required by client coverage needs. Candidates must be able to work the assigned overnight shift and adjust schedule when needed for 24x7 coverage.

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Working Conditions & Essential Functions

• Office-based role requiring sustained periods in a stationary position and continuous communication with team members using provided tools and equipment.
• Flexibility to temporarily adjust scheduled shifts (alternate days/hours) to ensure adequate coverage.
• Must be able to perform duties consistent with a 24x7x365 Service Desk operation.

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Why Apply

• Join a collaborative Managed Services team focused on client success and continuous learning.
• Hands-on exposure to both Service Desk and NOC incident response processes.
• Opportunity to develop foundational IT operations skills and progress within an MSP environment.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.