Helpdesk Technician - Tier I
$50,000–$50,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Serve as the initial point of contact for OIS requests, overseeing emails, calls, chat, and walk-ups to provide Tier I support for desktop, laptop, tablet, and mobile device issues. Troubleshoot and resolve basic software and hardware problems while documenting all service requests in the ServiceNow ticketing system. Support Microsoft Windows 10/11, Office 365, and network functions including password resets and user access assistance. Triage and escalate complex IT issues to Tier II, Tier III, and management, and provide regular updates on recurring problems to identify long-term improvements. Assist with onboarding activities such as workstation setup and customer orientation while maintaining compliance with government IT policies.
Required Qualifications
- Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
- Minimum of 1 year of experience administering and supporting Windows 10/11 in a help desk or IT support environment.
- Experience working with and understanding customer service and customer support principles and methods.
- Ability to present formal and informal training or assistance to customers when needed.
- Ability to report, respond to, and resolve customer requests in an organized and timely manner.
- Demonstrated experience supporting Microsoft Windows (10 and 11), Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
- Experience troubleshooting basic computer hardware (desktop, laptop, tablet) and software issues, with the ability to triage effectively.
- Ability to work in a fast-paced environment providing continuous support to users and critical operations.
- Strong communication skills with the ability to communicate effectively both verbally and in writing with customers, peers, technical staff, and Government personnel.
- Ability to obtain and maintain the required Public Trust or government clearance and work onsite as required.
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