Tier 1 Helpdesk Technician: IT Support & AV/VC

Code Plus Inc; Merrifield (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

CODEplus is seeking a Tier 1 Helpdesk Technician to join our Fairfax, VA Helpdesk team, providing first-line IT support for hardware, software, mobile devices, and AV/VC systems. You will log incidents, troubleshoot, and ensure timely resolution for end-users in a fast-paced environment.

The role requires strong communication skills, experience with ServiceNow, and a willingness to participate in technical refresh projects and upgrades as needed.

Qualifications

• 2 years of experience in a service desk or technical support role.
• Strong knowledge of mobile devices, OS, audiovisual equipment, and video teleconferencing systems.
• Experience with ServiceNow ticketing system.
• Familiar with hardware refresh and software installations.
• Excellent written and verbal communication; strong customer service.
• Ability to work under pressure and meet deadlines.
• ITIL/CompTIA/HDI certifications are a plus.

Responsibilities

• Serve as the first point of contact for end-users, logging incidents and service requests.
• Diagnose and resolve issues related to hardware, software, mobile devices, and AV/VC systems.
• Document incidents, solutions, and requests with detailed records.
• Support mobile devices and ensure connectivity and app functionality.
• Support AV and VC equipment during meetings and events.
• Assist in technical refresh projects and upgrades.
• Collaborate with IT teams to minimize downtime during upgrades.

Skills

Service Desk

Incident Management

Mobile Device Support

Video Teleconferencing

Communication Skills

General IT Troubleshooting

Education

ITIL Certification

CompTIA A+ Certification

HDI Support Center Analyst

Tools

ServiceNow

Job description

CODEplus is seeking a Tier 1 Helpdesk Technician to join our Fairfax, VA Helpdesk team, providing first-line IT support for hardware, software, mobile devices, and AV/VC systems. You will log incidents, troubleshoot, and ensure timely resolution for end-users in a fast-paced environment.

The role requires strong communication skills, experience with ServiceNow, and a willingness to participate in technical refresh projects and upgrades as needed.