24/7 IT Help Desk Specialist, Tier 1 Support

Black Eagle Defense; Corridor North (MD); On-site; USD 60,000 - 100,000; Full time

Job summary

Black Eagle Defense seeks a Help Desk Specialist L1 to provide 24x7 support for a large user community. You will handle email, LAN/WAN connectivity, directories, and standard desktop images and applications, including COTS and GOTS software.

The role is the initial point of contact for troubleshooting hardware and software, password resets, and printer issues, with tickets tracked in ServiceNow and escalation to Tier 2 as needed.

Qualifications

• Two years of Help Desk experience with a Bachelor's degree OR six years of experience with an Associate's degree substituted.
• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
• Experience providing service availability monitoring and help desk support for intranet-based collaboration services.

Responsibilities

• Provide 24x7 Help Desk support as Tier 1/Level 1 for users.
• Assist users with email, LAN/WAN, directories, and standard desktop images/apps.
• Serve as the initial point of contact for hardware/software troubleshooting.
• Handle password resets and printer malfunctions; log and track issues.

Skills

Ticket triage

End-user support

Tier 2 escalation

Documentation & SOP updates

Account creation & access

Password reset & basic troubleshooting

Issue tracking (ServiceNow)

User communication

Education

Bachelor's degree

Associate's degree substitution

Tools

ServiceNow

Job description

Black Eagle Defense seeks a Help Desk Specialist L1 to provide 24x7 support for a large user community. You will handle email, LAN/WAN connectivity, directories, and standard desktop images and applications, including COTS and GOTS software.

The role is the initial point of contact for troubleshooting hardware and software, password resets, and printer issues, with tickets tracked in ServiceNow and escalation to Tier 2 as needed.