Federal Help Desk Tier 1 Tech – 24/7 Support

Executive 1 Holding Company, LLC; Silver Spring (MD); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

PTO

401(k) Matching

Job summary

HumanTouch is seeking a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. You will diagnose and resolve routine hardware and software issues for over 22,000 worldwide customers via phone, email and web, using remote assistance when needed.

Tickets are created in ServiceNow and escalated when necessary. The role requires 40-hour weeks with shifts; on-site training is provided, with potential limited remote work after training.

Qualifications

• Strong communication, teamwork and problem-analysis skills.
• Excellent customer service and ticket-tracking software experience.
• Solid understanding of hardware and software relationships.
• Basic PC troubleshooting on Windows 7/10.
• Ability to follow SOPs and handle multiple priorities in a dynamic environment.
• Must be able to obtain Public Trust security clearance.
• Ability to work shifts including overnights and weekends for 24/7/365 operations.

Responsibilities

• Provide IT support for hardware and software via phone, email and web.
• Create, modify and close tickets in ServiceNow.
• Research and resolve routine issues following SOPs.
• Escalate complex problems to Tier 2/3 as needed.
• Support 24/7/365 operations with shift work.
• On-site training period with 8-hour shifts; potential remote work later.

Skills

Communication

Teamwork

Adaptability

Innovative outlook

Problem analysis

Education

HS Diploma or GED

Microsoft Office Specialist

CompTIA A+ certification

Tools

ServiceNow

Job description

HumanTouch is seeking a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. You will diagnose and resolve routine hardware and software issues for over 22,000 worldwide customers via phone, email and web, using remote assistance when needed.

Tickets are created in ServiceNow and escalated when necessary. The role requires 40-hour weeks with shifts; on-site training is provided, with potential limited remote work after training.