> Markdown version of [/jobs/ext/2624434-help-desk-tier-1](https://www.wearedevelopers.com/jobs/ext/2624434-help-desk-tier-1). 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). --- # Help Desk Tier 1 - **Company:** Omniscius Consulting - **Location:** Annapolis Junction, MD, United States - **Contract:** Permanent contract - **Skills:** CompTIA Network+, Issue Tracking Systems, Network Connections, Enterprise Software Applications, Connectivity Problems, Peripherals, Computer Equipment, Servicenow, User Accounts - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=587a7b3ae091dcec ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [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) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) ## Related Articles - [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 We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)