Help Desk Technician

PRISMINC.COM; Great Falls Crossing (VA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading IT support company is seeking a Tier 1 Help Desk Technician for a short-term contract. This remote position involves being the first point of contact for technical issues, troubleshooting, and resolving common problems while ensuring user satisfaction. Candidates must have an active DoD Secret clearance and relevant IT certifications.

Qualifications

• Active DoD Secret Clearance required; Top Secret preferred.
• 1-3 years of experience in a technical help desk or IT support role.
• Basic understanding of computer hardware and operating systems.

Responsibilities

• Provide initial IT support via phone, email, and ticketing system.
• Troubleshoot and resolve basic hardware and software issues.
• Document all support requests and resolutions accurately.

Skills

Problem Solving

Communication

Documentation

Education

DoD 8570.01-M / 8140 Compliant IAT Level II certification

Tools

ServiceNow

Remedy

JIRA

Job description

Job Title: Tier 1 Help Desk Technician Support (Short Term - Contract)

Location: 100% Remote in the following states (DC, MD, VA; potential consideration for CA, TX, NC, CO, FL, NY)

Due to Federal Governement Security Clearance Requirements: US. Citizenship, and Active DoD Secret (Top Secret Preferred)

PRISM is seeking a customer-focused Tier 1 Help Desk Technician to provide essential IT support. You will be the first point of contact for technical issues, performing troubleshooting, resolving common problems, and ensuring a positive user experience while adhering to strict security protocols.

Key Responsibilities:

• Provide initial IT support via phone, email, and ticketing system.
• Troubleshoot and resolve basic hardware and software issues (e.g., password resets, account lockouts, software installations).
• Document all support requests and resolutions accurately.
• Escalate complex issues to higher-tier support.
• Maintain excellent customer satisfaction through clear communication.

Required Qualifications:

• Active DoD Secret Clearance (Top Secret clearance highly preferred).
• DoD 8570.01-M / 8140 Compliant IAT Level II certification (e.g., CompTIA Security+ CE).
• 1-3 years of experience in a technical help desk or IT support role.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and typical applications.
• Strong problem-solving and communication skills.
• Documentation and ticket management. (ServiceNow, Remedy, JIRA or similar)