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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Technician - Tier I - **Company:** CELESTIAL LLC - **Location:** Washington, DC, United States (Remote available) - **Experience:** Starter - **Salary:** $50,000.0 - **Contract:** Temporary to permanent - **Skills:** Multitier Architecture, Active Directory, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Office, Networking Basics, Software Engineering, ServiceNow IT Service Management, Servicenow - **Published:** July 27, 2026 - **Apply:** https://www.careerjet.com/job/us7e6afc20ea40077b50b1c0ada941d194/eaa ## About the Role * Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent. * Minimum of 1 year of experience administering and supporting Windows 10/11 in a help desk or IT support environment. * Experience working with and understanding customer service and customer support principles and methods. * Ability to present formal and informal training or assistance to customers when needed. * Ability to report, respond to, and resolve customer requests in an organized and timely manner. * Demonstrated experience supporting Microsoft Windows (10 and 11), Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions. * Experience troubleshooting basic computer hardware (desktop, laptop, tablet) and software issues, with the ability to triage effectively. * Ability to work in a fast-paced environment providing continuous support to users and critical operations. * Strong communication skills with the ability to communicate effectively both verbally and in writing with customers, peers, technical staff, and Government personnel. * Ability to obtain and maintain the required Public Trust or government clearance and work onsite as required. ## Description We're building a culture where smart, curious, and driven people thrive. This is a place where your voice matters, your work has impact, and your growth is part of the mission. If you're looking for a team that values trust, clarity, and the power of innovation, this is where you want to be. Overview The Tier I Help Desk Support Technician provides front-line technical support to government end users. This role focuses on timely issue resolution, exceptional customer service, and accurate ticket documentation., * Serve as the initial point of contact for OIS requests for service, overseeing emails, calls, chat, walk-ups, and in-person interactions at the OIS Help Desk. * Provide Tier I support for requests received through email, phone, the ServiceNow ticketing system, or direct interaction with USCP customers. * Document all requests for service using the ServiceNow Help Desk ticketing system, ensuring accuracy and completeness. * Communicate information in an effective and clear manner so customer issues are successfully understood and resolved. * Troubleshoot and resolve basic desktop, laptop, tablet, mobile device, printer, and standard application issues, triaging as necessary to ensure timely service. * Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions. * Provide password resets, account unlocks, user access assistance, and support for Active Directory, DNS, DHCP, and basic network connectivity. * Provide OIS Operations management with regular updates on common issues and identify potential long-term improvements to reduce recurring problems. * Triage and escalate IT issues to Tier II, Tier III, and OIS management in accordance with established procedures. * Support onboarding activities including workstation setup, peripheral configuration, and customer orientation. * Maintain compliance with government IT policies, security protocols, and service-level requirements while working in a fast-paced operational environment. ## Related Videos - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Robots are coming into the wild! 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