Ashburn, VA

Support Jobs in Ashburn, VA

2 jobs found

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2mo ago

Help Desk Specialist I (Tier I Agent – Internal)

Aretec Inc Ashburn, VA 🇺🇸 Remote

Ashburn, VA

2mo ago Closed

Full time Active Directory Application Support Computer Skills

This position is no longer accepting applications (closed Jul 1, 2026).

Job Description

Aretec Inc offers a remote, full-time opportunity in Ashburn, VA for a Help Desk Specialist I (Tier 1). This role provides 24x7x365 first-level IT support to CBP employees and contractors, handling incidents, service requests, and basic troubleshooting. The position includes a benefits package with Health, Dental, and Vision Insurance, a 401(k) with Employer Match, Paid Time Off and Holidays, and Training and Certification Support.

Responsibilities

Serve as the Tier 1 customer support point of contact for all CBP employees and contractors in a 24x7x365 environment.
Respond to incoming incidents, service requests, and inquiries via the internal 800 number, live agent chat, self-service tickets, and email.
Log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details for nextlevel support.
Conduct initial investigation, triage, troubleshooting, resolution, and escalation for issues related to CBP webbased and clientbased applications.
Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to Email and messaging systems.
Address issues involving Mobile devices, Hardware (printers, desktops, laptops, peripherals), and Network connectivity.
Resolve Workstation login and PIV card issues, plus Remote access, VPN, and DHS Workplace connectivity problems.
Execute password resets, account unlocks, and initial request intake in compliance with security policies.
Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, via ticket transfer and warmcall transfer methods.
Monitor ticket status and proactively communicate updates and resolution progress to customers.
Identify and escalate potential major incidents affecting multiple users.
Participate in major incident bridge calls and communicate customer impact as required.
Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
Verify ACE Portal accessibility following scheduled maintenance or outage events.

Requirements

High school diploma or equivalent.
Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
Strong customer service skills with clear and professional verbal and written communication.
Ability to work rotating shifts, including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation.

Technologies

ServiceNow ITSM
GlobalProtect
Zscaler
Amazon Connect
Windows operating systems
Microsoft Office
Active Directory

Benefits

Health, Dental, and Vision Insurance
401(k) with Employer Match
Paid Time Off and Holidays
Training and Certification Support

Location

Remote, based in the Ashburn, VA area.

Schedule

Rotating shifts; 24x7x365 coverage required, including nights, weekends, and holidays.

Employment Type

Full-time

Clearance

CBP Background Investigation (Unclassified)

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2mo ago

Tier 2 Help Desk Analyst

SAIC Ashburn, VA

Ashburn, VA

2mo ago Closed

Full time Application Support Customer Service Customer Support

This position is no longer accepting applications (closed Jun 21, 2026).

Job Description

The Tier 2 Help Desk Analyst (Senior) role at SAIC is based in Ashburn, VA with a hybrid work arrangement. The position supports dozens of systems used by thousands of users across government agencies and requires exceptional customer service with the ability to work independently or as part of a team.

Responsibilities

Provide advanced tier 2 support to respond to incoming client and customer requests and tickets, including researching and resolving technical issues.
Serve as the direct interface to business users for IT support issues.
Create user accounts, grant and revoke system access, and lock and unlock accounts as needed.
Troubleshoot and escalate application issues, isolating and diagnosing common incidents.
Guide and support system users to ensure effective resolutions and high user satisfaction.

Qualifications

Ability to adapt to rapid changes in information technology.
Maintain customer focus under challenging circumstances, delivering a high level of professionalism and service.
Manage multiple priorities in a fast-paced environment.
Experience supporting large service desk environments.
Follow escalation procedures when incidents require referral to the next level of support.
Experience with multitiered ticket handling and resolution systems.
Professional oral and written communication skills.
Ability to work well under pressure and meet multiple deadlines.
Ability to work independently with minimal supervision.
Familiarity with enterprise information technologies, including desktop and web technologies; on-premises and cloud infrastructures; server configuration, administration, and monitoring; database management systems; and security practices and protocols.

Education and Experience

Minimum of 1 year of experience in a similar role.
Education: Associate degree.

Technologies

ServiceNow
Microsoft 365
Teams
Outlook
Excel

Description

SAIC is seeking a motivated, customer‑focused Help Desk Analyst (Senior) to join the Ashburn team. The role operates in a fast paced, dynamic environment that supports dozens of systems for thousands of government users. Strong customer service and communication skills are essential, with the ability to work independently or as part of a team. Attention to detail and accuracy are important in fulfilling duties.

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Support Jobs in Ashburn, VA

Help Desk Specialist I (Tier I Agent – Internal)

Tier 2 Help Desk Analyst

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