Service Desk Tier 1 Support
$67.3kAmerican Systems
Service Desk Tier 1 Support Location: US-VA-McLean
ID: 2026-4574
Category: IT / Cyber Security / Network Systems Position Type: Full-Time Remote: Yes Clearance Required: Secret Responsibilities Provides Tier 1 Service Desk support for users of DLSA systems, services, and components. Serves as the first point of contact for basic user support requests and incidents. Resolves routine issues including basic user questions, password resets, and account access issues. Documents incidents, service requests, troubleshooting actions, and resolutions in the designated ticketing system. Escalates issues requiring more detailed technical analysis or engineering support to Tier 2/ Tier 3 support personnel. Supports Service Desk performance in accordance with required service level agreements, including first point of contact within 24 hours or next business day and resolution within 72 hours from ticket creation. Communicates effectively with users regarding ticket status, follow‑up actions, and resolution details. Supports daily user and help desk operations during the required support window of Monday through Friday, 8:00 AM to 5:00 PM Central Time. Qualifications Associate’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field; equivalent military training or relevant experience may be substituted. Experience: 3 – 5 Years. Experience providing Tier 1 help desk or service desk support in an enterprise IT environment is required. Active Secret Clearance. Must be able to perform functions independently requiring minimal supervision and oversight. Experience resolving basic user support issues, including password resets and account access issues, is necessary. Experience with ServiceNow IT ticketing system is required; ability to document, track, triage, and escalate help desk tickets efficiently is essential. Strong communication and customer service skills are required to support end users in a professional manner. Ability to work within defined Service Desk SLAs and operational procedures is required. Certifications: Security+. Pay Transparency Statement The salary range for this position is $67,300.00 per year to $76,000.00 per year. Actual compensation will be determined based on several factors permitted by law. The company offers a comprehensive benefits program including healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement Race/Sex/Disability Status/Veteran Status. #J-18808-Ljbffr AMERICAN SYSTEMSVacancy posted 23 hours ago
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