Tier I Help Desk Technician

Responsibilities

• Respond to user calls, emails, and trouble tickets to provide general IT support.
• Create, update, and close out help desk tickets accurately and efficiently.
• Collaborate with other Tier I and Tier II support staff to ensure proper hand-off and escalation of tickets for timely resolution.
• Provide Tier I support, including incident management, basic troubleshooting, and non-invasive corrective actions.
• Perform First Call Resolution (FCR) whenever possible, documenting incidents clearly and concisely in the ServiceNow ticketing system.
• Assist end users with "how-to" questions, troubleshooting, diagnosing, and resolving technical issues.
• Monitor and alert management regarding recurring issues and patterns.
• Assign and transfer calls/tickets to Tier II technicians as needed.
• Conduct daily Quality Assurance (QA) reviews to maintain high service standards.
• Participate in regular team meetings, process improvement initiatives, and ongoing training sessions.
• Demonstrate strong communication and interpersonal skills to build and maintain professional relationships with customers and office staff.

Qualifications

• 1-3 years of experience in a similar role.
• Prior experience in a government consulting services environment is preferred.
• Strong verbal and written communication skills in English, with the ability to effectively assist users via email, phone, and desk-side support.
• Flexibility to work up to 12-hour shifts (including weekends and overnight shifts) with a 1-hour meal break, as well as participate in on-call schedules or other timeframes specified by management.
• Experience with ServiceNow and Five9 is a plus.
• Reliable internet service for remote work.
• Must successfully pass a drug screen.
• Must be a U.S. Citizen.

Overview

We are seeking a part time Tier I Help Desk Technician to provide high quality technical support to our end users. The Tier I Help Desk Technician will be responsible for answering calls, logging incidents in the ticketing system, and providing customers with accurate information and troubleshooting assistance. While an IT background is not mandatory, the ability to assist users in resolving issues effectively is essential. Strong written and verbal communication skills, the ability to adapt to diverse environments, and a collaborative mindset are critical for success in this role.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Work Environment and Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Wage Information

Target hourly range: $15.00 - $18.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.

Additional Job Information

• WORK ENVIRONMENT AND PHYSICAL DEMANDS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• WORK AUTHORIZATION/SECURITY CLEARANCE: Must be a U.S. Citizen
• WAGE INFORMATION: Target hourly range: $15.00 - $18.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.