Onsite Tier 1 Helpdesk Technician - IT Support

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

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.