Help Desk, Tier 1
Help Desk, Tier 1
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What You Will Do
As a Tier 1 Help Desk Technician at Independent Software youll serve as the first point of contact for users experiencing IT-related this cleared mission-focused role you will work onsite in Annapolis Junction MD delivering technical support for hardware software and network troubleshooting. Youll also provide remote assistance using mirroring tools and escalate complex issues when needed.
This position is ideal for individuals who thrive in a fast-paced customer-service-driven environment and are looking to build their technical skill set within the intelligence community.
Key Responsibilities:
- Provide first-level support for desktops laptops mobile devices printers and network connectivity
- Troubleshoot and resolve hardware software and basic network issues
- Use diagnostic tools and remote access software (e.g. RDP Dameware or similar) to support users
- Log update and track service tickets in an ITSM or help desk platform (e.g. ServiceNow Remedy)
- Assist with system account creation password resets and access issues
- Document solutions and contribute to knowledge base articles
- Clearly communicate with users and escalate issues when necessary
Required Skills and Qualifications:
- Strong customer service and communication skills both written and verbal
- Proficiency with Windows 10/11 and Microsoft Office 365 applications
- Basic knowledge of networking concepts (TCP/IP DNS DHCP VPN)
- Familiarity with Active Directory (user account management and permissions)
- Ability to troubleshoot issues with desktops laptops and peripherals
- Experience using ticketing systems (e.g. ServiceNow Jira Remedy)
- Understanding of IT security best practices and user access protocols
- Ability to follow and document standard operating procedures
- Reliable organized and able to work independently in a mission-critical environment
- Availability to work Sat & Sun 6am-8pm & Mon 6am-2pm (Training M-F 6am-2pm)
Education and Experience:
- High School Diploma or GED and 10 years of experience or
- Bachelors degree in any field and 5 years of experience
Certifications:
- Must meet DoD 8570 IAT Level II requirements (e.g. CompTIA Security CE)
Clearance Requirement:
- Must possess an active TS/SCI with appropriatePolygraph tobe considered for this role
Were an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
Required Experience:
Manager
Employment Type
Full-Time
