Tier 1 Service Desk - Zachary Piper LLC

Zachary Piper Solutions is currently seeking a Tier 1 Service Desk who will support a government contract located in Dahlgren, VA.

A Junior Tier -1 Service Desk Support Specialist provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to user requests, troubleshoot problems, and guide users through step-by-step solutions. They also document incidents, manage service requests, and escalate complex issues to senior technicians when necessary. Their role ensures efficient and effective resolution of IT-related issues to maintain smooth business operations.

Responsibilities for the Tier 1 Service Desk:

• Serving as the initial customer interface for all local IT issues associated with hardware, software, and accounts.
• Monitoring voicemails, emails, and Teams requests for service and/or help; recording information in the ITSM system; assigning ticket priority; and submitting support tickets on behalf of the user when necessary
• Performing initial diagnosis and analysis of incidents and providing immediate resolution and recovery when possible; or facilitating effective hand-off escalation of incidents as needed
• Being familiar with all software associated with the Standard Desktop Configuration (MS Office, Adobe, Current authorized Web Browsers.
• Providing in-depth and high level onsite telephone support to the end-user community on problems, questions, and use related to hardware, software, and networks; and dispatching field engineers from the appropriate team when applicable
• Setting up, configuring, using, and troubleshooting classified systems and networks.

Qualifications for the Tier 1 service Desk:

·       Security+ certification (or higher) for IAT II certification.

·       Three (3) to seven (7) years of help desk experience or related technical field experience

·       Active TS/SCI clearance or TS clearance with the ability to obtain the SCI and SAP eligibility.

·       Ability to work onsite 5 days/week

Compensation for the Tire one Service Desk:

• $72,000 – $83,000 *Depending on Experience.
• Cigna Medical, dental, vision, 11 Holiday, 401k, 2-week PTO and Sick leave as required by law

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Keywords: Help Desk, MD, Teams, Cleared, Software, Troubleshoot, service desk,