> Markdown version of [/jobs/ext/2433360-tier-1-help-desk](https://www.wearedevelopers.com/jobs/ext/2433360-tier-1-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Help Desk - **Company:** DTC Job - **Location:** Tysons, VA, United States - **Experience:** Experienced - **Salary:** $43,680.0 - $55,120.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Cyber Security, Information Systems, Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), System Center Configuration Manager, Virtual Desktops, Networking Basics, Citrix Systems, Remote Access Technology, Azure Active Directory, Windows Desktop, Office365, Peripherals, Microsoft InTune, Information Technology, 3-tier Architectures, Servicenow - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=38b58b1520d629b6 ## About the Role * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting)