Tier 1 Help Desk Technician - 24/7 IT Support (Remote)

Executive 1 Holding Company; Silver Spring (MD); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

PTO

401(k) matching

Job summary

Executive 1 Holding Company is seeking a Tier 1 Help Desk Technician to support the FDA White Oak site in Silver Spring, MD. The role involves diagnosing and resolving routine hardware and software issues for a vast user base, with tickets managed through ServiceNow.

The position requires strong communication, teamwork, and the ability to obtain a Public Trust clearance. Some remote work may be approved post-training; shift work including evenings or weekends is possible.

Qualifications

• High school diploma or GED required.
• Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred.
• Excellent communication and customer service skills.

Responsibilities

• Provide IT support to 22,000+ users by diagnosing and resolving routine hardware and software issues.
• Receive support requests via phone, email, and web/intranet portals.
• Use remote tools to assist customers with PCs and peripherals.
• Create, modify, and close tickets in ServiceNow; escalate to Tier 2/3 as needed.
• Follow SOPs and ensure proper ticket closeout.

Skills

Strong communication

Public Trust clearance

Windows troubleshooting

Teamwork

Education

High school diploma or GED

Microsoft Office Specialist or CompTIA A+ (preferred)

Tools

ServiceNow

Job description

Executive 1 Holding Company is seeking a Tier 1 Help Desk Technician to support the FDA White Oak site in Silver Spring, MD. The role involves diagnosing and resolving routine hardware and software issues for a vast user base, with tickets managed through ServiceNow.

The position requires strong communication, teamwork, and the ability to obtain a Public Trust clearance. Some remote work may be approved post-training; shift work including evenings or weekends is possible.