Tier 1 IT Help Desk Specialist

The One 23 Group; Herndon (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

The One 23 Group in the United States (Herndon, VA) is seeking a Service Desk Tier 1 professional to deliver frontline IT support for Government IT environments. You will handle calls, guide users, and open/track tickets for rapid issue resolution within a structured support model.

Ideal candidates bring strong customer service skills, experience with mixed OS environments, and familiarity with ITIL processes and common ticketing tools.

Qualifications

• Customer Service/Support proficiency required.
• Experience with Windows, MacOS, Linux, Unix, Chrome OS and Android.
• Experience with networked printers and multi-function devices.
• Familiarity with Active Directory, DHCP and DNS.
• Experience with ITIL processes and ticketing systems (BMC Remedy/ServiceNow).

Responsibilities

• Provide Service Desk support (Tier 1).
• Answer all calls routed or transferred to their respective calling queue.
• Create and manage support tickets.

Skills

Customer Service/Support

Windows/MacOS/Linux/Unix/Chrome/Andr​o

Networked Printers/Multi-Function​s

Mobile Device Support

DEPO

Active Directory

DHCP

DNS

Microsoft Office Suite incl. Share​Poi

ITIL

Ticketing System Experience

Excellent Oral/Written Communication

Education

High School Diploma / GED + 1 year IT or Cybersecurity experience

Associate’s degree aligned: Cyber Security, Information Technology, Computer Science, Information Systems, MIS, or Computer Engineering

DoD 8140 Foundational Certification

Security Clearance: Minimum Public Trust

Tools

BMC Remedy

ServiceNow

SolarWinds

Ivanti

Job description

The One 23 Group in the United States (Herndon, VA) is seeking a Service Desk Tier 1 professional to deliver frontline IT support for Government IT environments. You will handle calls, guide users, and open/track tickets for rapid issue resolution within a structured support model.

Ideal candidates bring strong customer service skills, experience with mixed OS environments, and familiarity with ITIL processes and common ticketing tools.