Tier 1 Help Desk Technician — 24/7 IT Support | Remote Potential

Executive 1 Holding Company, LLC; Silver Spring (MD); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

PTO

401(k) Matching

Job summary

HumanTouch is seeking a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. You will diagnose and resolve routine hardware and software issues, handle tickets in ServiceNow, and escalate complex problems as needed.

This on-site role begins with training on a standard daytime schedule, with 24/7 operations overall. Candidates must have strong customer service, documentation, and PC troubleshooting skills, plus the ability to obtain Public Trust clearance.

Qualifications

• Demonstrate communication, teamwork, adaptability, and problem analysis.
• Excellent customer service and detailed documentation via call tracking software.
• Strong PC troubleshooting knowledge including Windows 7/10.
• Ability to obtain Public Trust clearance.
• Willingness to work 24/7 shifts including overnights and weekends.

Responsibilities

• Provide IT support for 22,000+ customers via phone, email, and web.
• Diagnose and resolve routine hardware and software issues.
• Create, modify, and close tickets in ServiceNow; escalate complex issues.
• Follow SOPs and ensure proper ticket closeout.
• On-site during training; potential for some remote work after training.

Skills

Communication

Teamwork

Adaptability

Problem analysis

Customer service

Documentation

PC troubleshooting

Windows 7/10

Public Trust clearance

Shift work

Education

HS Diploma or GED

Microsoft Office Specialist or CompTIA A+

Tools

ServiceNow

Job description

HumanTouch is seeking a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. You will diagnose and resolve routine hardware and software issues, handle tickets in ServiceNow, and escalate complex problems as needed.

This on-site role begins with training on a standard daytime schedule, with 24/7 operations overall. Candidates must have strong customer service, documentation, and PC troubleshooting skills, plus the ability to obtain Public Trust clearance.