Tier 1 Help Desk

The Tier 1 Help Desk serves as a primary point of contact for federal users requiring technical assistance. This role provides Tier 1 support by documenting, troubleshooting, resolving, and escalating incidents and service requests. The Tier 1 Help Desk works closely with users, technical teams, and other stakeholders to deliver timely, professional support while ensuring compliance with customer procedures, service-level requirements, cybersecurity standards, and mission objectives., * Receive and respond to technical-support requests through approved telephone, email, chat, remote-support, walk-up, and ticketing-system channels.

• Create, categorize, prioritize, assign, update, track, and close incidents and service requests in an enterprise ticketing system.
• Perform initial troubleshooting and resolution of common hardware, software, account-access, peripheral, and network-connectivity issues.
• Support Windows desktop and laptop environments, Microsoft 365 applications, mobile devices, printers, scanners, and other approved equipment.
• Assist users with password resets, multifactor authentication, VPN connectivity, remote access, and basic account-access issues.
• Provide basic support for Active Directory, Microsoft Entra ID, or comparable identity-management environments within assigned access permissions.
• Install, configure, test, and troubleshoot approved hardware and software in accordance with customer procedures.
• Use approved remote-support tools to diagnose and resolve user issues.
• Maintain complete and accurate ticket documentation, including the reported issue, troubleshooting performed, communications, resolution, and closure details.
• Escalate incidents requiring Tier 2, Tier 3, engineering, cybersecurity, application, telecommunications, or vendor support.
• Coordinate with internal teams, external vendors, and other stakeholders to support timely resolution.
• Monitor assigned tickets and communicate status, next steps, service interruptions, and resolutions to users.
• Follow applicable cybersecurity, privacy, identity-verification, access-control, records-management, and acceptable-use procedures.
• Protect sensitive, proprietary, personally identifiable, and government information.
• Meet established response, resolution, escalation, documentation, quality, productivity, and customer-service standards.
• Participate in required training, meetings, service reviews, and continuous-improvement activities.
• Provide shift, surge, after-hours, holiday, or on-call support when required by the assigned contract.
• Perform other related duties consistent with Tier 1 technical support.

• Working knowledge of Windows 10/11, Microsoft 365, remote-support tools, VPNs, multifactor authentication, hardware, software, peripherals, and basic network connectivity.
• Basic knowledge of Active Directory, Microsoft Entra ID, or comparable account-management technology.
• Familiarity with enterprise ticketing or IT service-management systems, such as ServiceNow.
• Understanding of Tier 1 troubleshooting responsibilities and appropriate escalation procedures.
• Strong customer-service, communication, active-listening, organizational, and problem-solving skills.
• Ability to explain technical information clearly to users with different levels of technical knowledge.
• Ability to document technical issues, actions, and resolutions accurately and thoroughly.
• Ability to manage multiple requests and adjust priorities within established procedures and deadlines.
• Ability to follow technical instructions, knowledge articles, standard operating procedures, service-level requirements, and escalation protocols.
• Ability to work independently within assigned authority and collaboratively with technical teams and stakeholders.
• Ability to remain professional and composed while assisting users experiencing technical difficulties.
• Ability to protect sensitive information and comply with applicable cybersecurity, privacy, and access-control requirements.
• Relevant certifications, such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or Microsoft certifications, are preferred but not required unless specified by the applicable contract., * High school diploma or equivalent required.
• Associate degree, bachelor’s degree, or relevant technical training in information technology, computer science, information systems, cybersecurity, or a related field preferred.
• At least two years of experience providing Tier 1 help desk, service desk, desktop support, technical support, or a closely related function.
• Prior experience supporting a Federal Government agency or performing work under a federal government contract is required.
• Experience with ServiceNow, Microsoft Intune, Microsoft Endpoint Configuration Manager/SCCM, Citrix, virtual desktop environments, or comparable technologies is preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Other Requirement:

• Ability to obtain a public trust, * How many years of experience do you have providing Tier 1 help desk, service desk, desktop support, or similar technical support?
• What agency or agencies do you have experience supporting?
• Are you legally authorized to work in the United States?
• Are you willing to complete the screening process required for an assignment?

Work Location: Hybrid remote in Tysons Corner, VA 22102

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Employee discount, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance