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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # TELECOMMUTE Tier 1 Support Analyst - **Company:** Gridiron IT Solutions LLC - **Location:** Washington, DC, United States (Remote available) - **Experience:** Experienced - **Salary:** $75,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Identity and Access Management, Issue Tracking Systems, Knowledge Management, Salesforce.Com - **Published:** August 25, 2026 - **Apply:** https://www.dice.com/job-detail/0115e067-4098-4a7d-9cad-97a4ee4842d2 ## About the Role * Bachelor s degree in a related field or equivalent relevant experience. * At least 2+ years of help desk, customer support, operations, or case management experience. * Experience supporting end users and resolving common technical or functional issues. * Working knowledge of ticketing systems, case management, and documentation practices. * Strong attention to detail with the ability to triage, prioritize, and track multiple requests accurately. * Excellent written and verbal communication skills with a customer-service mindset. * Ability to follow SOPs, maintain data quality, and support timely case handling in a structured environment. * Comfort working in a collaborative, fast-paced environment with shifting priorities. * Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Preferred * Experience in Salesforce Case Management and Triaging * Experience with knowledge management, reporting, and continuous improvement for a service desk or operations team. * Familiarity with user registration, access management, or account troubleshooting processes. * Experience supporting government, healthcare, or mission-driven service environments. * If you want, I can also convert this into a more Deloitte-style job posting with stronger consulting language, or tighten it for a C-level functional resource profile. ## Description * Provide Tier 1 help desk support for Case triaging, documenting, and resolving routine end-user cases in a timely and accurate manner. * Respond to user inquiries and support basic troubleshooting for access, registration, account, and application issues. * Monitor the Cases tab to identify new support requests, prioritize work, and ensure appropriate case follow-up and closure. * Use knowledge articles and established SOPs to troubleshoot common issues, support consistent resolution, and update knowledge content as needed. * Escalate complex or outage-related issues to the appropriate team, and support communication activities during service disruptions as directed. * Track and report case metrics, trends, and recurring issues to support operational visibility and continuous improvement. * Support accurate case handling, clear user communication, and adherence to defined service levels and help desk procedures. * Partner with internal stakeholders to help ensure the SQUARES help desk remains responsive, organized, and user-focused. ## Related Videos - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)