Helpdesk Technician

Code
Fairfax, United States of America
5 days ago

Role details

Contract type
Temporary contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English

Job location

Remote
Fairfax, United States of America

Tech stack

Business Software
Issue Tracking Systems
ServiceNow

Job description

  • Serve as the first point of contact for end-users requiring assistance with the designated application.
  • Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
  • Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
  • Provide clear, user-friendly guidance and training to non-technical users.
  • Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
  • Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
  • Monitor ticket queues and follow established Service Level Agreements (SLAs).
  • Participate in team meetings and contribute ideas for improving support processes.

Requirements

Do you have experience in Customer communication?, We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations., * Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.

  • Basic understanding of troubleshooting techniques for software or applications.
  • Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
  • Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
  • Ability to work effectively in a team-oriented environment and follow documented procedures.
  • Eagerness to learn new applications and grow into higher-level support roles., * Must be able to obtain Sensitive Public Trust Clearance
  • Must be US Citizen or green card holder
  • Must have been in the county for the last 7 years

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