Tier I IT Service Desk Technician – Incident & Access Support

Flatter, Inc.; Layton (UT); Sur place; USD 50 000 - 70 000; Plein temps

Résumé du poste

Flatter, inc. is hiring a Tier I Service Desk Technician to support full lifecycle IT and cyber services for ICBM enterprise IT environments across on-premises, cloud, and hybrid architectures.

The role serves as the single point of contact for IT incidents and service requests, restores service, and records actions in the Government-approved service management system. The technician will align with government-defined incident priorities, provide proactive and reactive support across functions,

Qualifications

• Knowledge of IT service desk operations, incident management, request fulfillment, escalation, and customer support practices.
• Ability to troubleshoot common endpoint, account, application, peripheral, and network-connectivity issues.
• Ability to communicate technical information clearly to users and provide calm, accurate updates during outages.
• Experience using an automated information system or IT service management platform to manage tickets and knowledge content.

Responsabilités

• Receive, classify, prioritize, document, route, and resolve IT incidents and service requests from initial report through closure.
• Apply Government-defined incident priorities based on urgency and mission impact, and process service requests as Standard or Expedited when directed.
• Provide Tier I and Tier II troubleshooting for user access, hardware, software, communications, and common enterprise-service issues.
• Maintain accurate ticket histories that capture user impact, diagnostic steps, actions taken, escalation activity, and the final resolution.
• Provide immediate and continuing situational awareness to the assigned Government lead during significant outages, using the update cadence required for the priority level.
• Route unresolved or specialized issues to the appropriate client support or technical organization and monitor progress through completion.
• Create, validate, and maintain knowledge articles and self-service content that improve first-contact resolution and support end-user self-help.
• Identify recurring incidents and workflow bottlenecks and contribute data and recommendations for service improvement.

Connaissances

IT service desk operations

Incident management

Troubleshooting

Customer support

ITSM knowledge

Description du poste

Flatter, inc. is hiring a Tier I Service Desk Technician to support full lifecycle IT and cyber services for ICBM enterprise IT environments across on-premises, cloud, and hybrid architectures.

The role serves as the single point of contact for IT incidents and service requests, restores service, and records actions in the Government-approved service management system. The technician will align with government-defined incident priorities, provide proactive and reactive support across functions,