Service Desk Specialist

company banner
Metropolitan Washington Airports Authority
Analyst, Customer Service, Development, Diagnostic, Excel, Hardware, Help Desk, HTTP, Outlook, PowerPoint, Security, Supervision, Supervisor, Testing
Full Time
Telecommuting not available Travel not required

Job Description

Job Description:


The Metropolitan Washington Airports Authority

Your Journey Begins With Us!   

Join our Team!

Position Title

Service Desk Specialist

Announcement No.


Grade and Salary Range  

H16, $49,482 - $69,274

Position Type

Term Employment FT, not-to-exceed-4 years and 5 months


Washington Dulles International Airport

Opening Date


Closing Date



NOTE:   Selected individuals who will work between 6:00pm – 6:00am will earn $2.00 shift differential (if hired after March 18, 2018) on top of base pay for evening and night work; 25% premium pay for working Sunday; and holiday pay (a 100% premium).  



Have you ever wondered who runs Reagan National Airport? Or Dulles International Airport? Or the Dulles Toll Road? We do! We’re the Metropolitan Washington Airports Authority and we’re looking for talented, enthusiastic people to help us continue our tradition of outstanding service to travelers in the Washington Metropolitan area. In 2016 alone, we served more than 44 million air passengers. We offer an array of benefits programs, including vacation, retirement, and health benefits. Whether you are traveling the world or plotting your career path, your journey begins with us.   




To review our benefits information please click here .




·        Service Desk Specialist

·        This is a non-career, term job.

·        Works under the direct supervision of the Service Desk Supervisor.

·        Serves in the Program Support Department of the Office of Technology, located at Washington Dulles International Airport (IAD).


Supports Airports Authority employees in the use of all IT hardware and software, applications, and telecommunication issues.   Receives service calls, documents information about the problem, and triages/endeavors to perform first contact resolution.   Performs related functions.


To review the description of duties, please click here .


Please note:  You should review this job description, in particular the knowledge, skills and abilities (KSAs) requirements listed. Please reply to KSAs one (1) through (3) only.  In the application process, you will be asked to relate your experience, training and education to the KSAs in a narrative format. The rest of the KSAs will be assessed during the application process.


We would suggest that you prepare your responses off line and paste them into the assessment questionnaire. If the required information is provided in your resume, please direct the reviewer to the specific section of the document where this information can be found.



To be rated qualified for this job, an applicant must meet all of the MQs listed below at the time of vacancy announcement closure.

1.      A high school diploma, a Certificate of General Education Development (GED), or an equivalent combination of education, experience, and training.


2.      Three years of progressively responsible IT Service Desk experience including:

a)      providing IT problem resolution in a high volume customer service environment; and

b)      using IT diagnostic tools and utilizing remote access software and ticket tracking system.


Note: A fully equivalent combination of education and training beyond what is needed to satisfy the education requirement may be used to substitute for up to two of the three years of experience. For example, an associates’ degree may substitute for two years of experience.


3.      Must be able to work in the following shifts:

a)      Monday through Friday, 6:00 a.m. through 2:30 p.m.

b)      Monday through Friday, 8:00 a.m. through 4:30 p.m.

c)      Wednesday through Saturday, 10:00 p.m. through 8:00 a.m.

d)      Sunday through Wednesday, 6:00 a.m. through 4:00 p.m.



1.      Support Center Analyst Certification from Help Desk International or another recognized credentialing authority.

2.      The CompTIA A+ Certification as administered by Pearson VUE or Certiport or another recognized testing authority.

3.      Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) as administered by Certiport or another recognized testing authority.

4.      ITIL v3 Foundations Certification.


Once the application process is completed, a review of your resume and supporting documentation will be done to determine if you meet the minimum qualification requirements. There is an Assessment questionnaire(s) that you must complete. Your resume and supporting documentation will then be compared to your responses to the assessment questionnaire(s).   If a determination is made that your application does not support your responses, which you provided in the assessment questionnaire, your application will not receive further consideration for this announcement.



A background security investigation will be required for all new hires.




Company Information

The Metropolitan Washington Airports Authority operates a two-airport system that provides domestic and international air service for the mid-Atlantic region. The organization consists of more than 1,700 employees in a structure that includes central administration, airports management, and police and fire departments. In addition to operating Ronald Reagan Washington National and Washington Dulles International Airports, the Airports Authority is responsible for capital improvements at both airports, management of the Dulles Toll Road and the design and build of the Dulles Metrorail (Silver Line).
Dice Id : RTL119398
Position Id : MWAA-18-12155

Similar Positions at Metropolitan Washington Airports Authority

Security Engineer (IT)
  • Arlington, VA
  • 1 day ago
Server Administrator I
  • Arlington, VA
  • 1 day ago
Network Engineer Data II
  • Arlington, VA
  • 1 day ago