Tier 1 Help Desk
Core
First point of contact for US federal government employees and customers, providing technical assistance and troubleshooting.
Role type
Tier 1 Help Desk Technician
Builds
IT support services for defense, national security, public safety, and civilian/military health organizations
Domain
US Federal Government IT Support
Deliverable
client delivery
Required skills
Active Directory management, user permissions, software patch management, hardware troubleshooting, operating systems support, password resets, account unlocks, basic user administration, ticketing system documentation, escalation procedures, Agile ceremonies participation
Preferred skills
Linux scripting, Gitlab, Jira, Confluence, ArgoCD, AWS, Terraform, Kubernetes, Agile practices, CompTIA A+, Network+
Technologies
Active Directory, Jira, Confluence, ArgoCD, AWS, Terraform, Kubernetes, Gitlab
Responsibilities
Responding to incoming help desk tickets via phone, email, chat, or ticketing system; Providing first level troubleshooting for hardware, software, network, and account related issues; Documenting all interactions, steps taken, and resolutions in the ticketing system; Escalating unresolved or complex issues to Tier Two or specialized support teams; Assisting with password resets, account unlocks, and basic user administration tasks; Guiding users through step-by-step solutions in a clear, patient manner; Monitoring system alerts and reporting potential issues to senior staff; Participating in Agile ceremonies (standups, retros, sprint planning) as required
Seniority
Entry-level to Junior, hands-on IC