Tier 1 IT Service Desk Support Specialist

Title: Tier 1 IT Service Desk Support Specialist

Location: Remote

*Please note that this position is not open to candidates located in WA, CA, NY, CO, ME, or AK

About iWorks:

iWorks Corporation, founded in 2005, is a leading provider of information technology and professional services to the federal government. We are a recognized leader in personnel security and vetting solutions, Agile, DevOps, DevSecOps, data analytics, and cloud solutions. Our continuous process improvement approach, combined with our business and technology expertise, results in innovative solutions.

We offer exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability); 401(k); Health and Wellness Benefits; and Paid Sick Time, Vacation Time, and Holiday Time. You're eligible for bonuses throughout the year as part of our incentive program for innovation, and business development. All employees are also considered for an annual raise, commensurate with performance and company commitment.

About this position:

iWorks Corporation is seeking a Tier 1 IT Service Desk Support Specialist to provide first-level technical support for end users. This role serves as the primary point of contact for technical assistance and focuses on responding to user issues, documenting incidents, troubleshooting common problems, and escalating issues when needed.

*This position is contingent upon contract award

Salary Range: $35,600 - $40,000 - commensurate with the candidate's skills, experience, location, and qualifications.

On a day-to-day basis, you will:

1. Respond to user requests through phone, email, chat, or ticketing systems
2. Log, categorize, prioritize, and track incidents and service requests in the ITSM system
3. Troubleshoot common technical issues such as login problems, application errors, connectivity issues, and printer problems
4. Provide basic troubleshooting guidance and support to end users
5. Process user requests including password resets, access changes, software installations, and configuration support
6. Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with proper documentation
7. Maintain communication with users regarding ticket status and resolution
8. Document incidents, troubleshooting steps, and resolutions within the ITSM tool
9. Coordinate with Tier 0, Tier 2, and Tier 3 support teams to support service delivery
10. Participate in training, feedback sessions, and process improvement activities
11. Track recurring issues and support metrics for reporting purposes

Required Education/Qualifications:

• Must possess an active Public Trust (or higher) at the time of application.
• Experience providing customer support or technical support in a help desk or service desk environment
• Ability to troubleshoot basic technical issues and follow established procedures
• Experience using ticketing or IT Service Management (ITSM) systems
• Strong communication and customer service skills
• Ability to document issues and maintain accurate records
• Ability to prioritize and manage multiple support requests

Preferred Qualifications:

• Experience supporting end users in an IT support environment
• Familiarity with incident tracking and escalation processes
• Experience working with knowledge base articles or standard operating procedures
• Experience supporting user accounts, password resets, or software installations

Please Note: We maintain an on-camera policy for all virtual company meetings to foster engagement and collaboration. Reasonable exceptions may be granted with prior approval from Human Resources and/or the applicable manager or client.

iWorks Corporation is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic.

iWorks is committed to maintaining a safe and productive work environment for all employees and ensuring the security and well-being of our clients. As part of our standard hiring process, we may conduct background checks and drug screenings on potential candidates to assess their suitability for employment.