Help Desk Specialist, Tier 1

Job Summary

A company is looking for a Help Desk Specialist, Jr. (Tier 1).

Key Responsibilities

• Provide first-contact support and incident resolution for end users via phone, chat, or ticketing system
• Log service requests and incidents in the IT Service Management system, ensuring accurate categorization and documentation
• Conduct basic troubleshooting for user access, password resets, and software/hardware inquiries while escalating complex issues as needed

Required Qualifications

• High school diploma or equivalent
• 0-2 years of experience in a technical support, help desk, or customer service environment
• Basic understanding of IT systems, networks, and security concepts
• Active Secret clearance required
• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira Service Management