Help Desk Specialist I – Tier 1

Our client operates in the government operations support sector, providing reliable technical assistance and centralized support services for federal agencies. It manages large-scale, mission-critical operations that rely on technology to maintain continuity and effective service delivery across government entities.

About the Role

The Help Desk Specialist I – Tier 1 provides first-level technical support and customer service for federal employees and contractors. As a primary point of contact, this role responds to technical issues involving applications, hardware, accounts, and network connectivity while ensuring timely troubleshooting, documentation, and escalation.

Responsibilities

• Serve as a 24x7x365 centralized point of contact for technical support through multiple communication channels.
• Respond to and document incoming requests, incidents, and technical questions.
• Perform initial investigation, troubleshooting, resolution, and escalation of technical issues.
• Process password resets and account unlocks while following applicable security policies.
• Monitor ticket status and provide timely updates to customers.
• Identify and escalate major incidents affecting multiple users.
• Participate in incident bridge calls and communicate service impacts.
• Manage sensitive VIP customer contacts and escalate issues appropriately.
• Verify system accessibility following maintenance events.
• Support inquiries related to trade facilitation and compliance systems.
• Apply critical thinking and independent judgment to support daily operations.
• Perform additional duties as assigned.

Requirements

• High school diploma or GED equivalent.
• Minimum 1 year of IT help desk or technical customer support experience.
• Availability to work rotating shifts supporting 24x7x365 operations.
• U.S. citizenship and ability to pass a federal background investigation.
• Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
• Ability to manage multiple tickets, meet service-level agreements, and maintain accurate documentation.
• Strong communication, customer service, and problem-solving skills.
• Ability to work effectively in cross-functional teams and under supervision.
• Willingness to work nights, weekends, and holidays.
• Ability to travel up to 10%.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• IT certifications such as CompTIA A+ or HDI Customer Service.
• Experience with ServiceNow ITSM, VPN troubleshooting, or federal help desk environments.
• Familiarity with trade-related systems and customer support.
• Experience with Microsoft Project, ServiceNow, and Amazon Connect.

Schedule

Rotating shifts supporting 24x7x365 operations, including nights, weekends, and holidays.