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
Responsibilities
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.
Required Qualifications
Active TS/SCI security clearance.
Active Full Scope Polygraph.
High School Diploma/GED or Bachelor’s degree.
Customer service experience.
Experience working with ServiceNow 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.
Certification Requirements
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
Preferred Skills
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 ServiceNow incident and service request workflows.
Familiarity with ITIL-based service management processes.
Experience supporting Microsoft Windows workstations and common enterprise applications.