Tier 1 IT Support Engineer for Enterprise Systems

Fearless; Baltimore (MD); On-site; USD 62,000 - 88,000; Full time

Benefits offered by this job

Health insurance

Dental & vision coverage

401(k) with 4% match

Paid parental leave

Flexible holidays

Job summary

Fearless is seeking an IT Support Specialist to provide Tier 1 operational and technical support for a federal program. You will troubleshoot issues across enterprise applications, infrastructure, and end-user systems, coordinating with engineering, DevOps, and security teams to maintain system reliability.

The role requires 1–2 years of IT support experience, a Bachelor’s degree (or equivalent), and the ability to obtain a Public Trust clearance.

Qualifications

• Bachelor’s degree or higher in Information Systems, Information Technology, Computer Science, or related field (or equivalent professional experience).
• Ability to obtain and maintain a Public Trust clearance (U.S. citizenship required).
• Experience supporting enterprise applications, user accounts, and operational systems in production environments.
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.

Responsibilities

• Provide Tier 1 technical support for enterprise applications, infrastructure, and operational systems.
• Investigate, troubleshoot, and resolve escalated tickets related to application functionality, user access, system performance, and environment issues.
• Support day-to-day operational maintenance across development, test, and production environments.
• Coordinate with software engineers, DevOps, system admins, and security teams to resolve incidents and issues.
• Document troubleshooting steps, issue resolutions, and procedures in ticketing and knowledge systems.
• Support user onboarding, account access requests, password resets, and permissions management.
• Monitor alerts and ticket queues to identify and escalate critical issues.

Skills

Troubleshooting

Communication

Multitasking

Customer service

Technical documentation

Education

Bachelor's degree in Information Systems/IT/CS

Tools

Jira

ServiceNow

Zendesk

Job description

Fearless is seeking an IT Support Specialist to provide Tier 1 operational and technical support for a federal program. You will troubleshoot issues across enterprise applications, infrastructure, and end-user systems, coordinating with engineering, DevOps, and security teams to maintain system reliability.

The role requires 1–2 years of IT support experience, a Bachelor’s degree (or equivalent), and the ability to obtain a Public Trust clearance.