Tier 1 Helpdesk Technician

Executive 1 Holding Company, LLC; Silver Spring (MD); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and 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 for over 22,000 worldwide customers via phone, email and web, using remote assistance when needed.

Tickets are created in ServiceNow and escalated when necessary. The role requires 40-hour weeks with shifts; on-site training is provided, with potential limited remote work after training.

Qualifications

• Strong communication, teamwork and problem-analysis skills.
• Excellent customer service and ticket-tracking software experience.
• Solid understanding of hardware and software relationships.
• Basic PC troubleshooting on Windows 7/10.
• Ability to follow SOPs and handle multiple priorities in a dynamic environment.
• Must be able to obtain Public Trust security clearance.
• Ability to work shifts including overnights and weekends for 24/7/365 operations.

Responsibilities

• Provide IT support for hardware and software via phone, email and web.
• Create, modify and close tickets in ServiceNow.
• Research and resolve routine issues following SOPs.
• Escalate complex problems to Tier 2/3 as needed.
• Support 24/7/365 operations with shift work.
• On-site training period with 8-hour shifts; potential remote work later.

Skills

Communication

Teamwork

Adaptability

Innovative outlook

Problem analysis

Education

HS Diploma or GED

Microsoft Office Specialist

CompTIA A+ certification

Tools

ServiceNow

Job description

Description

HumanTouch is looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. HumanTouch is looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. Help Desk Technicians provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk Technicians use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Technicians research questions using available information resources, including an IT Help Desk knowledge base. Help Desk Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Technicians work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. During the training period, agents are expected on-site for an 8-hour shift, Monday through Friday, between the hours of 7:00 AM and 5:30 PM. After training is completed, a permanent schedule will be assigned based on the operational needs of the Help Desk. Technicians work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.

Qualifications

• Demonstrate the core competencies of communication, teamwork, adaptability, innovative outlook, and problem analysis.
• Excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.
• Excellent problem-solving skills and a broad understanding of relationships between hardware and applications are necessary.
• Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10.
• Professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a environment with dynamic priorities are needed to perform the job duties.
• Must be able to obtain Public Trust security clearance.
• Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.

Education Requirements

• Help Desk Technicians should have a HS Diploma or GED. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred.

Benefits

• Medical, Dental, and Vision Coverage
• PTO
• 401(k) Matching