Tier 1 Helpdesk Technician

JOB TITLE: Tier 1 Helpdesk Technician

JOB : 100866-ISA

COTEGORY: INFORMATION TECHNOLOGY

CLEARANCE: NA

CUSTOMER/PROJECT:

PERFORMANCE

LOCATION:

Ft Huachuca, AZ

POTNETIAL FOR REMOTE WORK: NO

TRAVEL: NA

JOB TYPE: EMPLOYMENT

We are seeking a Tier 1 Helpdesk Technician to work onsite at Ft Huachuca, AZ, supporting the U.S. Army Enterprise Service Desk
. This role involves addressing and resolving Tier 1 helpdesk issues, including email access and computer troubleshooting, in a fast-paced, high-volume service desk environment.

• Respond to and resolve customer inquiries related to software, hardware, and network operations.
• Deliver efficient and friendly customer service while resolving issues.
• Manage escalated customer issues and update process/procedure documentation as needed.
• Troubleshoot and resolve problems both remotely and in person.
• Document all calls, troubleshooting steps, and resolutions accurately.
• Prioritize tasks and work within customer time constraints.
• Provide customers with reference and request numbers for problem tracking.
• Communicate resolution steps to customers when tickets need escalation.
• Manage workload to meet service-level agreements (SLAs).

Required

Education and Experience:

• High school diploma or equivalent.
• At least 1 year of experience in a customer service or helpdesk role.

Required

Certifications:

• Current DoD 8570 IAT Level I certification (e.g., A+ CE, Network+ CE, CCNA).

Shifts:

• Ability to work one of the following shifts, including weekdays and weekends:
• 1st Shift: 6:00 am – 4:00 pm MST
• 2nd Shift: 12:00 pm – 10:00 pm MST
• 3rd Shift: 9:00 pm – 7:00 am MST

Required Clearances:

• U.S. citizenship required.
• Must be eligible for a Secret Clearance (Interim Secret required to start; ISA will help to obtain full clearance).

If you are a passionate and dedicated Information Technology professional looking to make a significant impact, we encourage you to apply.

We are a professional services consulting firm located in Tysons Corner, VA. We are staffing for our direct and customer hiring needs.

We offer comprehensive benefits including medical, dental, vision insurances, HSA, FSA, 401(k), and life insurance, and disability insurance to eligible employees. Exempt personnel receive paid time off. Contracted and Hourly personnel are not eligible for paid time off unless required by law. Hourly personnel on a Service Contract Act project are eligible for paid sick leave.

We comply with Equal Opportunity and do not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.