Help Desk Tier 1

Our client is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support to users in a mission-focused environment. This position is responsible for resolving common hardware, software, account, and network connectivity issues while ensuring incidents and service requests are accurately documented and escalated when necessary., * Respond to user support requests via phone, email, chat, and ticketing systems.

• Log, track, update, and resolve incidents and service requests using the designated ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Provide step-by-step technical guidance to users for common IT problems.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and user access issues.
• Support basic printer, scanner, peripheral, and workstation troubleshooting.
• Assist with IT asset and hardware inventory activities, including laptops, monitors, printers, and accessories.
• Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.
• Document recurring issues, resolutions, and troubleshooting procedures for knowledge-base use.
• Maintain and update accurate records and ticket documentation.
• Contribute to knowledge-base articles and self-service solutions for users and technical staff.
• Communicate technical information clearly to both technical and non-technical users.
• Maintain a professional and customer-focused approach when working with users and coworkers.
• Provide timely updates regarding ticket status and expected resolution.
• Participate in team meetings, training, and knowledge-sharing activities.
• Follow applicable IT policies, procedures, and security requirements.
• Report potential security incidents or breaches to the appropriate team or leadership.
• Support weekend and mission-essential operations as required.

• Active TS/SCI security clearance.
• Active Full Scope Polygraph.
• High School Diploma/GED or Bachelor’s degree.
• Customer service experience.
• Experience working with ServiceNow or another IT service management/ticketing platform.
• Basic knowledge of desktop hardware, software, user accounts, peripherals, and network connectivity.
• Strong troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to effectively support users with varying levels of technical knowledge.
• Ability to work the Friday through Monday, 12:00 PM - 10:00 PM schedule.

Certification Requirements

Must meet DoD 8570/8140 IAT Level I requirements. Acceptable certifications include:

• CompTIA A+
• CompTIA Network+
• Other current certifications meeting applicable IAT Level I requirements

Preferred Skills

• Previous Tier 1 Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Experience supporting users in a DoD, Intelligence Community, or other cleared environment.
• Experience with ServiceNow incident and service request workflows.
• Familiarity with ITIL-based service management processes.
• Experience supporting Microsoft Windows workstations and common enterprise applications.