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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Helpdesk Support - **Company:** Columbia Technology Partners - **Location:** Annapolis Junction, MD, United States - **Experience:** Expert - **Salary:** $60,000.0 - $85,000.0 - **Contract:** Temporary contract - **Skills:** Issue Tracking Systems, Inventory Management Software, ServiceNow IT Service Management, Connectivity Problems - **Published:** August 15, 2026 - **Apply:** https://www.careerjet.com/job/usdc2186748133ecb14e13860ed25a2641/eaa ## About the Role * High School Diploma/GED with 10 years of relevant experience, or Bachelor's degree with 5 years of relevant experience. * Experience providing end-user technical support in a help desk, service desk, or desktop support environment. * Hands-on experience with the ServiceNow Ticketing System and strong troubleshooting skills across hardware, software, and peripheral devices. * DoD 8570 IAT Level I certification required, along with strong written and verbal customer service skills. Desired Skills: * Experience supporting enterprise IT environments and geographically dispersed users. * Knowledge of IT asset management, inventory tracking, and lifecycle support processes. * Ability to manage multiple support tickets simultaneously while maintaining service level expectations. * Experience creating technical documentation, knowledge base articles, and assisting or mentoring team members. Requirements: * U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph. * Certification Requirements: * DOD 8570 IAT Level I Compliance Required ## Description Columbia Technology Partners is seeking a System Administrator Level 1 to provide frontline technical support for end users in a fast-paced, mission-focused environment. This role serves as the first point of contact for IT support requests, assisting users with hardware, software, account access, and network connectivity issues while delivering exceptional customer service. The ideal candidate is a strong communicator with experience working in ticketing systems, troubleshooting common technical problems, and documenting support activities in accordance with organizational procedures. This position supports one of the following fixed shifts: * Friday - Monday | 6:00 AM - 4:00 PM * Friday - Monday | 12:00 PM - 10:00 PM, * Respond to user inquiries submitted through phone, email, chat, and ticketing systems. * Log, track, update, and resolve support requests using the ServiceNow ticketing platform. * Diagnose and troubleshoot basic hardware, software, printer, peripheral, and network connectivity issues. * Assist users with password resets, account lockouts, and access-related problems. * Install, configure, and update software on end-user devices. * Escalate complex technical issues to higher-tier support teams when appropriate. * Maintain accurate documentation of troubleshooting activities, ticket updates, and resolutions. * Create and contribute to knowledge base articles that improve self-service capabilities. * Communicate technical information clearly to both technical and non-technical users. * Support IT asset inventory efforts and maintain accountability of assigned equipment. * Adhere to established IT security policies and report potential security incidents or concerns. * Collaborate effectively with team members and provide assistance to colleagues as needed. * Participate in a mission-essential support environment that may require holiday coverage., This position requires an active Security Clearance with appropriate Polygraph., * Market Research and Industry Benchmarks: We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive. * Experience and Qualifications: An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range. * Location: Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards. * Company Performance: Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team., IT Support Administrator IT Support Administrator Our client is seeking an IT Support Administrator (Level 2) to support their 7k corporate users for a 1+ month contract. 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