Tier I Technical Support Technician

The Tier I Technical Support Technician role supports the ARTEMIS team by providing IT support services to the Air Force Research Laboratory (AFRL) located at Edwards Air Force Base. This onsite position focuses on first-line troubleshooting, incident and service request management, and end-user assistance in alignment with cybersecurity and data protection requirements.

Location and Employment Details

• Work location: Edwards, CA (onsite)
• Compensation: USD 54,000 - 62,000 per year
• Experience level: Minimum 2 years
• Education: High school diploma or equivalent

Core Responsibilities

• Diagnose, troubleshoot, and resolve Tier I hardware, software, and connectivity issues in a timely and professional manner.
• Log, track, and manage incidents and service requests using the designated ticketing system (e.g., ServiceNow, Web Help Desk).
• Address common issues involving desktops, laptops, printers, mobile devices, peripherals, and standard applications.
• Use established SOPs, scripts, and knowledge base articles to support consistent service delivery.
• Provide high-quality customer service with clear communication to users about issue status and resolution.
• Support onboarding and offboarding by assisting with equipment setup and basic user configuration.
• Follow Cybersecurity, acceptable use, and data protection policies during end-user support.
• Document common issues and resolutions to contribute to knowledge base updates.
• Deliver friendly, courteous, and professional oral and written communication to customers.

Required Qualifications

• At least 2 years of experience in Windows system administration and/or technical support.
• High school diploma or equivalent.
• Familiarity with hardware troubleshooting for desktops, laptops, and peripherals.
• Experience using ticketing systems.
• Strong customer service, communication, and interpersonal skills.
• Ability to follow documented procedures and escalate issues appropriately.
• Proficiency in Microsoft Office tools including Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, and Word.
• Ability to obtain and maintain a DoD Secret Clearance or higher.

Technologies and Tools

• ServiceNow
• Web Help Desk
• Windows
• Linux
• SQL
• SharePoint
• Microsoft Office: Excel, Outlook, PowerPoint, Teams, Visio, Word

Desired Qualifications

• CompTIA A+CE or similar entry-level IT certification.
• Help Desk Institute-SCA certification.
• Familiarity with Active Directory, account management, and basic networking concepts.
• Experience contributing to knowledge management or SOP documentation.
• Strong troubleshooting aptitude and willingness to learn.