IT Help Desk Tier 1 Analyst — Onboarding Support

Executive 1 Holding Company, LLC; McLean (VA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Executive 1 Holding Company, LLC is seeking a Tier 1 Customer Service Analyst to provide first-tier IT help desk support on-site for a government customer. The role involves documenting incidents, resolving issues on first contact when possible, and escalating complex cases to Tier 2 as needed.

Candidates should have a High School Diploma or GED and strong verbal and written communication skills. Authorized to work in the United States and able to pass background and drug screening tests are

Qualifications

• Experience providing Tier 1 IT help desk support.
• Strong customer service and communication skills.
• Ability to troubleshoot end-user IT equipment (laptops, docking stations, printers, monitors, mobile devices).

Responsibilities

• Provide first-tier customer-facing support across multiple channels (phone, web, in-person, walk-up, email).
• Document and report incidents and service requests accurately.
• Resolve incidents on first contact when possible; escalate to Tier 2 for advanced issues.

Skills

Customer service

Problem-solving

Verbal and written communication

End-user support

Education

High School Diploma or GED

Tools

Laptops & docking stations

Printers & conference room equipment

Network devices

Job description

Executive 1 Holding Company, LLC is seeking a Tier 1 Customer Service Analyst to provide first-tier IT help desk support on-site for a government customer. The role involves documenting incidents, resolving issues on first contact when possible, and escalating complex cases to Tier 2 as needed.

Candidates should have a High School Diploma or GED and strong verbal and written communication skills. Authorized to work in the United States and able to pass background and drug screening tests are