Tier 1 Service Desk Specialist
Core
Provide initial technical support and incident management for government clients via phone, email, and portal, ensuring service restoration and ticket resolution within SLAs.
Role type
Tier 1 Service Desk Specialist
Builds
IT support services for Federal government agencies
Domain
Federal Government IT Services
Deliverable
client delivery
Required skills
Incident management, Service Request fulfillment, Ticket creation and handling, Remote desktop troubleshooting, Active Directory administration, Network fundamentals, Application support, Customer service, Documentation
Preferred skills
CompTIA A+, HDI Support Center Analyst, ITIL 4 Foundation, Microsoft 365 Fundamentals
Technologies
ServiceNow, Remedy, Microsoft 365, Windows 10/11, BeyondTrust, WebEx, Zoom, Teams
Responsibilities
Manage incidents, problems, and service requests; Handle initial telephone, email, and portal support; Perform remote desktop configuration and troubleshooting; Assist users with standard applications and assistive technology; Monitor and update tickets to meet SLAs; Escalate unresolved issues to appropriate personnel.
Seniority
Entry-level, hands-on IC