drjobs Help Desk Support (Tier 1)

Help Desk Support (Tier 1)

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Rockville, VA - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Bizzell US is seeking three (3) customerfocused Tier 1 Help Desk Support Specialists to provide firstline technical support for approximately 800 users across the Federal Occupational Health (FOH) enterprise. This role is responsible for resolving user issues related to FOHs customized systems applications hardware email and other IT services and for ensuring high responsiveness and service delivery via the designated ticketing system.


Key Responsibilities


EndUser Support

  • Provide realtime phone email and remote support for Tier 1 incidents related to:
    • Login credentials and user access issues
    • Email problems
    • Application errors or slowness
    • Printer and hardware setup and troubleshooting
    • General workstation issues
  • Serve as the first point of contact and ensure courteous and professional interactions with all users.

Ticket Queue Management

  • Monitor categorize and prioritize tickets in the governmentprovided ticketing system.
  • Ensure initial responses are provided within 2 hours during normal business hours (7 AM 6 PM EST).
  • Track and update tickets through resolution or escalate to Tier 2/engineering staff per protocol.

Call Volume Handling

  • Manage incoming calls and support requests maintaining <3minute average queue wait time.
  • Support 100165 weekly tickets with rotating shift coverage.

Escalation & Collaboration

  • Identify incidents that require escalation and route them appropriately to application support analysts or systems engineers.
  • Work collaboratively with OCIO staff field technicians and internal IT teams to ensure timely issue resolution.

User Education & Documentation

  • Provide guidance to users on best practices and system use.
  • Document resolutions and contribute to a knowledge base of common issues and solutions.
  • Assist with system rollout communications and basic training when required.
Requirements

Required Qualifications

  • High School diploma or equivalent; Associates or Bachelors degree in IT or related field preferred.
  • 2 years of experience in an IT help desk or technical support role.
  • Familiarity with troubleshooting Windows OS Microsoft Office email clients and basic networking.
  • Excellent customer service communication and multitasking skills.
  • Experience using IT ticketing systems (ServiceNow preferred).

Preferred Qualifications

  • Experience supporting federal government or healthcare IT environments.
  • CompTIA A HDI or other help desk certifications.
  • Knowledge of GOTS systems or HHSspecific applications.

Work Environment

  • Rotating shifts covering 7 AM 6 PM EST MondayFriday.
  • Hybrid work schedule with onsite presence at Rockville MD location required for certain shifts.
  • May require occasional extended hours during incidents or rollouts.


Employment Type

Full Time

Company Industry

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.