Position Overview: Defense Technical Recruiting is seeking a dedicated and customer-oriented Tier 1 Help Desk Operator to join our IT support team. In this entry-level position, you will be the first point of contact for users seeking technical assistance. Your primary responsibility will be to provide excellent customer service while troubleshooting and resolving basic technical issues related to hardware, software, and network connectivity.
Key Responsibilities:
Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs).
Provide customer onboarding and offboarding.
Provide account management support.
Provide 24/7 Tier 1 support for all environments and networks supporting end users.
Route Tier 2/3 tickets to appropriate sustainment teams.
Process all IT SM tickets to completion.
Assist Cyber Operations with continuous monitoring activities.
Participate in training, testing, and exercises related to incident response and contingency planning.
Respond to incoming calls, emails, and chat inquiries from users experiencing technical issues.
Provide first-level support for hardware, software, and network-related problems.
Log all interactions in the help desk ticketing system, documenting the issue and resolution steps taken.
Troubleshoot and resolve issues such as password resets, software installations, and basic network connectivity problems.
Escalate unresolved issues to Tier 2 support or other relevant teams as needed.
Maintain knowledge of common issues and resolutions and contribute to the knowledge base.
Assist users with onboarding and offboarding processes related to IT resources.
Provide friendly and effective customer service, ensuring a positive user experience.
Participate in team meetings and training sessions to improve skills and knowledge.
Travel: Minimal
Qualifications:
Bachelor's degree or equivalent; associate's degree or relevant certifications preferred.
2 years' experience in providing Tier 1 support of a TS/SCI system
Active TS security clearance and eligible for SCI and NATO read-on prior to starting work
2+ years of experience administering Unix/Linux servers.
Basic understanding of computer hardware and software (Windows, macOS, MS Office, etc.).
Familiarity with networking concepts and troubleshooting.
Excellent verbal and written communication skills.
Strong problem-solving skills and the ability to work independently.
Customer service-oriented mindset with a positive attitude.
Previous experience in a help desk or customer support role is a plus.