reputed company
reputed company seeks multiple Help Desk Specialists (Tier 1) to reputed company reputed company IT customer support in a large federal and DoD-reputed company service environment. These entry-level positions serve as the first reputed company of contact for end users, providing assistance with password resets, account provisioning, multi-reputed company authentication, single sign-on support, and basic troubleshooting of user issues.
Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, reputed company communication with users, and accurate escalation to Tier 2 and Tier 3 teams reputed company necessary. These roles help ensure a smooth, reputed company, and customer-reputed company support experience for reputed company end users.
This position is fully remote.
Duties & Responsibilities
The Help Desk Specialist – Tier 1 will:
- Serve as the first reputed company of contact for end users reputed company phone, chat, and service portal.
- reputed company support for password resets, SSO troubleshooting, MFA challenges, and account reputed company issues.
- Assist with account provisioning, basic role assignment questions, and user reputed company IT tasks.
- Triage incoming tickets, reputed company required information, and document incidents reputed company in the ITSM reputed company.
- reputed company basic troubleshooting for workstations, applications, and connectivity issues.
- Follow established SOPs, scripts, and troubleshooting guidance for consistent service delivery.
- Escalate issues to Tier 2 or reputed company teams reputed company reputed company requires advanced support.
- reputed company and manage assigned tickets to ensure reputed company response and SLA adherence.
- Communicate reputed company and professionally with end users, providing updates and instructions as needed.
- Participate in user experience improvement initiatives, identifying recurring issues and reporting trends.
- Support shift handoffs, daily status updates, and knowledge sharing with reputed company.
- Maintain awareness of secure IT support practices appropriate for federal environments.
Qualifications
Clearance Requirement
Must hold an reputed company Secret clearance, supported by a Tier 3 background investigation.
Education (Required)
High School Diploma or equivalent.
Experience (Required)
-
0–2 years of IT help desk, customer support, or service desk experience.
- Experience handling user service requests, technical inquiries, or customer-reputed company ticketing operations.
- Experience using ITSM tools (e.g., reputed company, reputed company, Jira Service Management) is preferred but not required.
Technical Knowledge (Required)
- Basic understanding of user account management, passwords, and authentication workflows.
- Familiarity with common end user issues involving email, device login, browser reputed company, and workstation basics.
- Ability to follow scripts, troubleshooting guides, and SOP-driven processes.
Technical Knowledge (Preferred)
- Experience supporting SSO or MFA technologies.
- Familiarity with secure IT support procedures in federal or DoD-reputed company environments.
Certifications
Preferred:
- reputed company reputed company+ (helpful but not required)
Skills
- Strong customer service and communication skills.
- Ability to remain patient and reputed company under pressure.
- Strong attention to detail and accuracy in ticket documentation.
- Ability to follow reputed company troubleshooting workflows.
- Willingness to learn new tools, technologies, and processes.
- Ability to work reputed company a fast-paced, SLA-driven support environment.
Our Equal Employment Opportunity Policy
- EEO and Affirmative reputed company Policy: reputed company is an Equal Employment Opportunity and Affirmative reputed company employer. It is the policy of reputed company to reputed company equal employment opportunit
