Tier 1 Helpdesk Support

Description

Columbia Technology Partners is seeking a System Administrator Level 1 to provide frontline technical support for end users in a fast-paced, mission-focused environment. This role serves as the first point of contact for IT support requests, assisting users with hardware, software, account access, and network connectivity issues while delivering exceptional customer service. The ideal candidate is a strong communicator with experience working in ticketing systems, troubleshooting common technical problems, and documenting support activities in accordance with organizational procedures.

• Friday
  - Monday | 6:00 AM - 4:00 PM
• Friday
  - Monday | 12:00 PM - 10:00 PM

• Respond to user inquiries submitted through phone, email, chat, and ticketing systems.
• Log, track, update, and resolve support requests using the Service Now ticketing platform.
• Diagnose and troubleshoot basic hardware, software, printer, peripheral, and network connectivity issues.
• Assist users with password resets, account lockouts, and access-related problems.
• Install, configure, and update software on end-user devices.
• Escalate complex technical issues to higher-tier support teams when appropriate.
• Maintain accurate documentation of troubleshooting activities, ticket updates, and resolutions.
• Create and contribute to knowledge base articles that improve self-service capabilities.
• Communicate technical information clearly to both technical and non-technical users.
• Support IT asset inventory efforts and maintain accountability of assigned equipment.
• Adhere to established IT security policies and report potential security incidents or concerns.
• Collaborate effectively with team members and provide assistance to colleagues as needed.
• Participate in a mission-essential support environment that may require holiday coverage.

• High School Diploma/GED with 10 years of relevant experience, or Bachelor's degree with 5 years of relevant experience.
• Experience providing end-user technical support in a help desk, service desk, or desktop support environment.
• Hands-on experience with the Service Now Ticketing System and strong troubleshooting skills across hardware, software, and peripheral devices.
• DoD 8570 IAT Level I certification required, along with strong written and verbal customer service skills.

• Experience supporting enterprise IT environments and geographically dispersed users.
• Knowledge of IT asset management, inventory tracking, and lifecycle support processes.
• Ability to manage multiple support tickets simultaneously while maintaining service level expectations.
• Experience creating technical documentation, knowledge base articles, and assisting or mentoring team members.

• 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 I Compliance Required

Founded in 2007, Columbia Technology Partners is a Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation;

our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission. At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together.

Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.

That's why our pay is competitive, our missions are critical, and our benefits represent what matters most to CTP:
Our People.

At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for…