Tier 1 Helpdesk Technician
$48,672,000–$48,672,000 year
On-siteOklahoma City, Oklahoma, United States
Oklahoma City, Oklahoma, United StatesOn-siteFull Time$48,672,000–$48,672,000 yearAssociates DegreeLarge
Full TimeAssociates DegreeLarge
Job Summary
Evaluate incoming support requests to determine nature and urgency, then categorize and route them to the correct tier. Guide users through basic solutions and self-help resources to resolve simple issues on first contact, escalating complex problems to specialized teams with detailed documentation. Use ServiceNow to track incidents, manage tickets, and maintain clean workflows while spotting patterns in recurring issues to improve triage processes. Perform this work across Day, Swing, or Night shifts including weekends, with new hires completing approximately three weeks of training.
Required Qualifications
- Capable of obtaining and maintaining a DoD Secret clearance
- Eligible for a Common Access Card (CAC)
- High school diploma or equivalent
- 2+ years of technical experience
- Associate's degree in a relevant field (substitutes for 2 years of experience)
- Strong verbal and written communication skills
- Ability to convey technical information clearly
- Proven ability to work effectively in a collaborative, team-oriented environment
- Familiarity with Service Desk operations
- Basic troubleshooting skills
- Ticket handling experience
- Hands-on experience with end-user devices
- Experience with common applications
- Experience with support tools
- Must be able to lift up to 25 pounds
- Must be able to stand and walk for prolonged amounts of time
- Must be able to twist, bend and squat periodically
- Must be able to obtain and maintain a security clearance at the Secret level
- US Citizenship
Desired Qualifications
- An active DoD Secret or higher clearance
- DoD 8570/8140 IAT Level I certification
- CompTIA A+ CE
- Network+ CE
- CCNA-Security
- CND (Certified Network Defender)
- Experience with ServiceNow
- Experience with a similar IT service management tool
- Customer service experience in a high-volume contact or call center environment
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