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# 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:** October 22, 2026
- **Apply:** https://www.thejobnetwork.com/job/65f05057-c834-49f7-aa71-3347a3c9a355/help-desk-tier-

## 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.

Schedule: Friday - Monday, 6:00 AM - 4:00 PM
Clearance: Active TS/SCI
Polygraph: Full Scope Polygraph (FS Poly)
DoD 8570/8140: IAT Level I

Responsibilities

 * 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.