Associate Help Desk Technician (Tier 1)

Provide first-point-of-contact Tier 1 support for a federal government client, delivering white-glove service while meeting support performance metrics.

Responsibilities

• Handle foundational Tier 1 technical support for onsite and remote customers via phone, chat, email, and ticketing systems
• Deliver professional, white-glove customer service by greeting users, actively listening, and maintaining a calm, reassuring approach
• Follow standard operating procedures (SOPs) and established documentation to resolve standard requests (password resets, account lockouts, and similar issues)
• Use strong attention to detail and problem-solving to drive first-contact resolution when possible
• Accurately document and track incidents, requests, and troubleshooting steps in a ticketing management system
• Explain basic technical concepts clearly using non-technical guidance during customer troubleshooting
• Meet or exceed individual support metrics including FCR (first-call resolution), AHT (average handle time), and CSAT (customer satisfaction)
• Escalate complex issues to higher-tier teams with a warm handoff and clear documentation of work completed so the customer does not repeat prior steps

Requirements

• Education/experience: High School Diploma/GED plus 1 year of related technical or customer support experience; or an Associate’s Degree or higher in an IT-related discipline
• CompTIA Security+ required upon hire
• Security clearance: Active Top Secret with SCI Eligibility
• Basic knowledge of Windows and MacOS, plus familiarity with Microsoft Office
• Excellent phone/chat etiquette and strong verbal and written communication
• Ability to pass a basic English Language assessment test
• Location: On customer site, Washington, District of Columbia
• U.S. Citizenship required

Technologies

• Windows
• MacOS
• Microsoft Office

Shift Options

• Mon-Fri shift
• Option 1: 0800 - 1630 (plus +2 weekends a month and covering occasional other shifts)
• Option 2: 1600-0000 Sat-Wed
• Option 3: 1600-0000 Thu-Mon
• Option 4: 0000-0800 Sat-Wed
• Option 5: 0000-0800 Thu-Mon
• Everyone must work 4 holidays a year

• Travel required: 10-25%
• Years of experience: 4+ years of related experience (may vary based on technical training, certification(s), or degree)

Compensation

• Hourly rate: USD 26 - 35 per hour (likely hourly rate: $26.44 - $35.78)
• Benefits: View information about benefits and the company’s total rewards program

Identity Verification Process

• Complete an identity verification process using advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud
• Be on camera during virtual interviews
• The company may take your picture to verify identity and prevent fraud
• By proceeding, you authorize the collection, processing, and use of biometric data for identity verification and security purposes