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Now viewing: Helpdesk Technician - Tier 1
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CODE Plus Inc
Helpdesk Technician - Tier 1
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Job Description
Job Requirements Merrifield, VA Public Trust Polygraph not specified Entry Level (less than 2 yrs experience) Salary not specified Join Premium to unlock estimated salaries Job Description 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 group id: 10124632 Log in to view the job poster Apply now