Helpdesk Technician- Tier 1

Position Title: Helpdesk Technician – Tier 1 (Application Support)
Location: Training on site in Merrifield for a minimum of 1 Month and eventually teleworking

Employment Type: Full-Time

Overview

We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.

Responsibilities

Serve as the first point of contact for end-users requiring assistance with the designated application.
Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
Provide clear, user-friendly guidance and training to non-technical users.
Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
Monitor ticket queues and follow established Service Level Agreements (SLAs).
Participate in team meetings and contribute ideas for improving support processes.

Qualifications

Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.
Basic understanding of troubleshooting techniques for software or applications.
Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
Ability to work effectively in a team-oriented environment and follow documented procedures.
Eagerness to learn new applications and grow into higher-level support roles.

Requirements

Must be able to obtain Sensitive Public Trust Clearance
Must be US Citizen or green card holder
Must have been in the county for the last 7 years

Learn more about this Employer on their Career Site