Tier 1 Help Desk

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As a Tier One Help Desk Technician, you’ll be the first point of contact for employees and customers seeking technical assistance. You’ll troubleshoot issues, resolve problems when possible, and escalate more complex cases to higher level support teams. This role is ideal for someone who enjoys solving problems, communicating clearly, and working within a collaborative, Agile driven IT environment.

Key Responsibilities

• Responding to incoming help desk tickets via phone, email, chat, or ticketing system
• Providing first level troubleshooting for hardware, software, network, and account related issues
• Documenting all interactions, steps taken, and resolutions in the ticketing system
• Escalating unresolved or complex issues to Tier Two or specialized support teams
• Assisting with password resets, account unlocks, and basic user administration tasks
• Guiding users through step-by-step solutions in a clear, patient manner
• Following established procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff
• Participating in Agile ceremonies (standups, retros, sprint planning) as required

Here’s What You Need

• 1 year of experience with supporting a technical Help Desk, managing Active Directory and User Permissions, software patch management, computer hardware, operating systems, and/or common business applications
• Demonstrated ability to troubleshoot basic technical issues using documented procedures
• Ability to meet DoD 8570 IAT II requirements (Security+ or higher certification) within 90 days of hire 

Bonus Points If You Have

• Experience with Linux scripting, Gitlab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, OR Agile practices