Technical IT Support Technician

Job Summary

A company is looking for a Technical IT Support Technician I to provide Tier 1 technical support for a federal software support contract.

Key Responsibilities

• Monitor and respond to user-submitted tickets through ServiceNow and Jira
• Provide initial triage and resolve common issues related to access, account setup, and navigation
• Gather relevant technical details, document error conditions, and apply known solutions using support scripts and SOPs

Required Qualifications

• Public Trust Clearance or higher (ability to obtain and maintain required background investigation)
• 2-3 years in a technical support, help desk, or customer service role
• Experience using ticket tracking systems such as ServiceNow or Jira
• Familiarity with Tiered Support models and basic troubleshooting workflows
• Knowledge of general IT support principles, including access control and application navigation