Helpdesk Technician Tier I - DoE

Code Plus Inc; Merrifield (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

CODE Plus, Inc. is seeking a Tier 1 Helpdesk Technician to join our on-site team in Washington, DC. The role focuses on first-contact support, incident logging, and quick resolutions for end-users.

You will troubleshoot hardware, software, mobile devices, and audiovisual equipment, document cases, and assist with upgrades while collaborating with IT colleagues to minimize downtime and ensure reliable service for government clients.

Qualifications

• 2 years of experience in a service desk or technical support role.
• Strong knowledge of mobile devices, OS, audiovisual equipment, and video teleconference systems.
• Familiarity with ServiceNow ticketing system.
• Experience with technical refresh processes including hardware deployment and software installs.
• Excellent written and verbal communication with strong customer service.

Responsibilities

• Serve as the first point of contact for end-users, logging incidents and requests.
• Diagnose, troubleshoot, and resolve hardware, software, mobile devices, and video teleconference issues.
• Document incidents and solutions in detail for future reference.
• Support mobile devices and audiovisual equipment to ensure meeting readiness.
• Assist in hardware refresh projects and OS upgrades per organizational needs.
• Collaborate with IT teams to minimize downtime during upgrades and migrations.

Skills

Customer service

Incident management

Communication skills

ServiceNow

Mobile devices knowledge

Video teleconference systems

Education

HDI Support Center Analyst cert

ITIL Foundation cert

CompTIA A+ cert

Tools

ServiceNow

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Professional Fairfax, VA, US

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and Oak Ridge, TN have been in business for 31 years and have been servicing different agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves on maintaining long-standing partnerships built on trust and results.

We are currently seeking a Tier 1 Helpdesk Technician for our Helpdesk work in Washington, DC.

Location: Onsite, Washington D.C.

Clearance: Public Trust

Key Responsibilities:

• Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately.
• Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
• Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
• Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications.
• Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
• Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
• Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

Qualifications:

• Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
• Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
• Experience in ServiceNow ticketing system
• Familiarity with technical refresh processes, including hardware deployment and software installations.
• Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
• Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
• Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst, are a plus.