Tier 1 Service Desk Support

Systems Plus, Inc.; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits package

Bonus/award programs

Professional growth opportunities

Job summary

Systems Plus, a government contractor in Washington, DC, is seeking an experienced IT Help Desk professional who can deliver high-quality customer service on support calls and multiple channels. The role includes Tier 1 support, software installation, device management, and collaboration with engineering teams.

The ideal candidate has strong knowledge of Windows 10, Office 365, AD, mobile OS support, and familiarity with MDM tools, AVP remote access, and security practices for federal

Qualifications

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in IT Call Center environments, Active Directory administration, Windows 10 and Office 365, and supporting mobile OS.
• One (1) year minimum experience supporting macOS, remote access tools, VPN connectivity.

Responsibilities

• Deliver high level of customer service on all support calls.
• Provide Tier 1 front-line support via phone, live chat, remote desktop, and on-site visits when needed.
• Support installation, configuration, and use of application software.
• Offer mobile device support for Android and iOS.

Skills

Incident management

IT Call Center

Active Directory

Windows 10

Office 365

iOS/Android support

VPN & remote access

MDM tools

Customer service

Problem resolution

Tools

BMC Helix (Remedy)

Job description

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.

Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well‑being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.

Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.

Position Title

Position Type

Full‑Time, On‑Site

Position Location

Washington, D.C.

Tracking Code

01180

Daily Responsibilities

• Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
• Provide Tier 1 front‑line support via phone, live chat, remote desktop tools, and, when necessary, on‑site visits.
• Support the installation, configuration, and use of application software.
• Offer mobile device support for Android and iOS platforms.
• Assist in the development of user documentation/installation procedures.
• Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
• Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
• Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.
• Demonstrate a willingness to learn/retain knowledge of all House‑supported hardware and software, cloud‑based products, and internal policies.
• Participate in HIR projects and initiatives as needed.
• Serve as an escalation resource for advanced‑level support issues.
• Collaborate closely with internal groups to support and maintain current technology platforms.
• Coordinate with vendors to troubleshoot and resolve issues effectively.
• Escalate/consult with senior engineering staff for the resolution of complex technical problems.
• Perform other official duties as assigned.

Required: Years of Experience (min)

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in:
  • IT Call Center environments
  • Active Directory user and account administration
  • Supporting Microsoft Windows 10 and Office 365 applications
  • Supporting mobile operating systems (iOS, Android)
  • Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• One (1) year minimum experience supporting:
  • macOS
  • Remote access tools (e.g., Cisco AnyConnect)
  • VPN and secure remote connectivity (RSA SecurID experience preferred)

Requirements

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools/protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate in a fast‑paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Be self‑motivated to work supervised and unsupervised as needed.

Required Clearance

• Security/background check

About Systems Plus

Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors.

From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more.

Through our diverse portfolio of clients and capabilities we power vision and insight—discover what’s possible with a Small Business that thinks BIG!