Tier 1 Support Specialist; Weekends

Columbia Technology Partners is seeking a Tier 1 Support Specialist to provide front-line technical support to users in a mission-focused IT environment. This position is responsible for troubleshooting common hardware, software, account, and connectivity issues while delivering responsive, professional customer service. The ideal candidate will have a strong technical foundation, excellent communication skills, and experience documenting and resolving support requests through a ticketing system.

Friday-Monday, 6:00 AM-4:00 PM

Monday-Friday, 6:00 AM-2:00 PM

• Serve as a primary point of contact for technical support requests received by phone, email, chat, or ticketing system.
• Log, track, troubleshoot, and resolve user support requests, ensuring tickets contain accurate details, troubleshooting steps, status updates, and resolutions.
• Diagnose and resolve common hardware, software, network connectivity, account access, password, and peripheral issues.
• Install, configure, and update software on user devices and provide step-by-step troubleshooting guidance to users.
• Escalate complex or unresolved issues to Tier 2 support or appropriate specialized teams.
• Support printers, scanners, and other peripherals and assist with maintaining accurate inventories of laptops, monitors, accessories, and other IT assets.
• Develop and maintain documentation for recurring issues, troubleshooting procedures, and knowledge base articles to improve self-service and team efficiency.
• Communicate technical information clearly and professionally to both technical and non-technical users.
• Collaborate with team members and provide guidance or mentoring to less experienced personnel, new hires, and trainees when needed.
• Follow applicable IT and departmental policies and procedures and promptly report potential security incidents or breaches to the appropriate personnel.

• Bachelor's degree in a technically relevant field and at least 5 years of relevant experience; candidates without a bachelor's degree must have at least 10 years of relevant experience.
• Experience providing IT help desk, service desk, desktop support, or similar end-user technical support.
• Working knowledge of hardware, software, basic network connectivity, user account/access issues, peripheral troubleshooting, and IT ticketing systems.
• Strong customer service, troubleshooting, documentation, and communication skills, including the ability to explain technical information clearly to non-technical users.

• Previous experience supporting users in a help desk, service desk, or enterprise IT environment.
• Familiarity with IT service management practices, ticket escalation procedures, and knowledge base documentation.
• Experience troubleshooting Windows-based workstations, common business applications, printers, scanners, and other end-user devices.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and common connectivity troubleshooting.
• Strong organizational skills with the ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a collaborative technical support team.

At Columbia Technology Partners, you'll have the opportunity to put your technical skills to work in a mission-focused environment while continuing to grow your IT support experience. We value people who take ownership, communicate clearly, collaborate with their teammates, and are committed to providing a high level of support to the users they serve.

CTP offers an environment where technical professionals can broaden their experience, strengthen their troubleshooting and customer-support skills, and contribute directly to the success of our customers and their missions.

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
  • DOD 8570 IAT Level 1 Compliance Required (A+ CE and Network+ CE OR Security+ CE Required)

This position requires an active Security Clearance with appropriate Polygraph.

Founded in 2007, Columbia Technology Partners is a Service-Disabled Veteran Owned Small Business with a…