Tier 1 IT Service Desk Specialist – Growth & Training

7Seventy; United States; Remote; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

7Seventy is seeking a Tier 1 Service Desk Specialist to provide first-line IT support for federal government users. You will handle incidents, requests, and problems across multiple channels using ITSM tools like ServiceNow or Remedy, ensuring timely resolutions and clear documentation.

You will support Windows 10/11, Microsoft 365, Active Directory, and standard business applications, with BeyondTrust Bomgar for remote troubleshooting.

Qualifikationen

• Experience providing Tier 1 IT support in a fast-paced environment.
• Ability to document incidents, requests, and troubleshooting steps accurately.
• Proven capability to manage multiple tickets and maintain SLA/OLA compliance.

Aufgaben

• Provide Tier 1 technical support via phone, email, live chat, and self-service portals.
• Create and manage Incident, Problem, and Service Request tickets using ITSM systems.
• Resolve issues or escalate to appropriate teams while meeting SLAs.
• Document troubleshooting steps and communications with users.
• Monitor and update tickets to reflect current status and resolutions.
• Coordinate with on-site staff and external teams during incidents.
• Assist with basic AD administration, VPN, and network connectivity issues.

Kenntnisse

Windows 10/11

Microsoft 365

Active Directory

ITSM ticketing

ServiceNow

Remedy

BeyondTrust Bomgar

Documentation

Customer service

Multitasking

Ausbildung

High school diploma or GED

Tools

ServiceNow

Remedy

BeyondTrust Bomgar

Jobbeschreibung

7Seventy is seeking a Tier 1 Service Desk Specialist to provide first-line IT support for federal government users. You will handle incidents, requests, and problems across multiple channels using ITSM tools like ServiceNow or Remedy, ensuring timely resolutions and clear documentation.

You will support Windows 10/11, Microsoft 365, Active Directory, and standard business applications, with BeyondTrust Bomgar for remote troubleshooting.