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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Technician - Merrifield

ALL EMPLOYEES Full Time Fairfax, VA, US

30+ days ago Requisition ID: 1108

We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.

Responsibilities

· Serve as the first point of contact for end-users requiring assistance with the designated application.

· Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.

· Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.

· Provide clear, user-friendly guidance and training to non-technical users.

· Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.

· Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.

· Monitor ticket queues and follow established Service Level Agreements (SLAs).

· Participate in team meetings and contribute ideas for improving support processes.

Qualifications

· Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.

· Basic understanding of troubleshooting techniques for software or applications.

· Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.

· Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.

· Ability to work effectively in a team-oriented environment and follow documented procedures.

· Eagerness to learn new applications and grow into higher-level support roles.

Requirements

· Must be able to obtain Sensitive Public Trust Clearance

· Must be US Citizen or green card holder

· Must have been in the county for the last 7 years