Tier 1 IT Support Specialist

Job Summary

A company is looking for a Tier 1 IT Support Specialist to provide first-line IT support for federal customers.

Key Responsibilities

• Manage toll-free access for end users and handle incoming calls through IVR and ACD systems
• Provide Tier 1 support for desktop applications and enterprise tools, resolving common technical issues
• Coordinate incidents and service requests, escalating unresolved issues to higher-tier support as needed

Required Qualifications

• Associate's degree in computer science, information systems, engineering, or related field, or one year of relevant IT experience
• Proficient in managing multi-channel support (phone, email, tickets)
• Experience using ServiceNow or comparable ITSM platforms for ticket and knowledge management
• Ability to collaborate with Tier 2/3 teams and communicate escalation paths
• Strong troubleshooting skills for hardware, software, and network issues