Help Desk Tier 1

Help Desk Tier 1 – System Administrator Level 1

Our client is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support to users in a mission-focused environment. This position is responsible for resolving common hardware, software, account, and network connectivity issues while ensuring incidents and service requests are accurately documented and escalated when necessary.

Schedule: Friday – Monday, 12:00 PM – 10:00 PM
Clearance: Active TS/SCI
Polygraph: Full Scope Polygraph (FS Poly)
DoD 8570/8140: IAT Level I

• Respond to user support requests via phone, email, chat, and ticketing systems.

• Log, track, update, and resolve incidents and service requests using the designated ticketing system.

• Diagnose and resolve basic hardware, software, and network connectivity issues.

• Provide step-by-step technical guidance to users for common IT problems.

• Install, configure, and update software on user devices.

• Assist with password resets, account lockouts, and user access issues.

• Support basic printer, scanner, peripheral, and workstation troubleshooting.

• Assist with IT asset and hardware inventory activities, including laptops, monitors, printers, and accessories.

• Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.

• Document recurring issues, resolutions, and troubleshooting procedures for knowledge-base use.

• Maintain and update accurate records and ticket documentation.

• Contribute to knowledge-base articles and self-service solutions for users and technical staff.

• Communicate technical information clearly to both technical and non-technical users.

• Maintain a professional and customer-focused approach when working with users and coworkers.

• Provide timely updates regarding ticket status and expected resolution.

• Participate in team meetings, training, and knowledge-sharing activities.

• Follow applicable IT policies, procedures, and security requirements.

• Report potential security incidents or breaches to the appropriate team or leadership.

• Support weekend and mission-essential operations as required.

• Active TS/SCI security clearance.

• Active Full Scope Polygraph.

• High School Diploma/GED or Bachelor’s degree.

• Customer service experience.

• Experience working with Service Now or another IT service management/ticketing platform.

• Basic knowledge of desktop hardware, software, user accounts, peripherals, and network connectivity.

• Strong troubleshooting and problem-solving skills.

• Strong verbal and written communication skills.

• Ability to effectively support users with varying levels of technical knowledge.

• Ability to work the Friday through Monday, 12:00 PM – 10:00 PM schedule.

Must meet DoD 8570/8140 IAT Level I requirements. Acceptable certifications include:

• CompTIA A+

• CompTIA Network+

• Other current certifications meeting applicable IAT Level I requirements

• Previous Tier 1 Help Desk, Service Desk, Desktop Support, or IT Support experience.

• Experience supporting users in a DoD, Intelligence Community, or other cleared environment.

• Experience with Service Now incident and service request workflows.

• Familiarity with ITIL-based service management processes.

• Experience supporting Microsoft Windows workstations and common enterprise applications.