Tier 1 Support Specialist (Weekends)

Job Description

Job Description

Description:

Columbia Technology Partners is seeking a Tier 1 Support Specialist to provide front-line technical support to users in a mission-focused IT environment. This position is responsible for troubleshooting common hardware, software, account, and connectivity issues while delivering responsive, professional customer service. The ideal candidate will have a strong technical foundation, excellent communication skills, and experience documenting and resolving support requests through a ticketing system.

Work Schedule: Friday-Monday, 6:00 AM-4:00 PM
Training Schedule: Monday-Friday, 6:00 AM-2:00 PM

Key Responsibilities:

• Serve as a primary point of contact for technical support requests received by phone, email, chat, or ticketing system.
• Log, track, troubleshoot, and resolve user support requests, ensuring tickets contain accurate details, troubleshooting steps, status updates, and resolutions.
• Diagnose and resolve common hardware, software, network connectivity, account access, password, and peripheral issues.
• Install, configure, and update software on user devices and provide step-by-step troubleshooting guidance to users.
• Escalate complex or unresolved issues to Tier 2 support or appropriate specialized teams.
• Support printers, scanners, and other peripherals and assist with maintaining accurate inventories of laptops, monitors, accessories, and other IT assets.
• Develop and maintain documentation for recurring issues, troubleshooting procedures, and knowledge base articles to improve self-service and team efficiency.
• Communicate technical information clearly and professionally to both technical and non-technical users.
• Collaborate with team members and provide guidance or mentoring to less experienced personnel, new hires, and trainees when needed.
• Follow applicable IT and departmental policies and procedures and promptly report potential security incidents or breaches to the appropriate personnel.

Qualifications:

• Bachelor's degree in a technically relevant field and at least 5 years of relevant experience; candidates without a bachelor's degree must have at least 10 years of relevant experience.
• Experience providing IT help desk, service desk, desktop support, or similar end-user technical support.
• Working knowledge of hardware, software, basic network connectivity, user account/access issues, peripheral troubleshooting, and IT ticketing systems.
• Strong customer service, troubleshooting, documentation, and communication skills, including the ability to explain technical information clearly to non-technical users.

Desired Skills:

• Previous experience supporting users in a help desk, service desk, or enterprise IT environment.
• Familiarity with IT service management practices, ticket escalation procedures, and knowledge base documentation.
• Experience troubleshooting Windows-based workstations, common business applications, printers, scanners, and other end-user devices.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and common connectivity troubleshooting.
• Strong organizational skills with the ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a collaborative technical support team.

Why Join CTP?

At Columbia Technology Partners, you'll have the opportunity to put your technical skills to work in a mission-focused environment while continuing to grow your IT support experience. We value people who take ownership, communicate clearly, collaborate with their teammates, and are committed to providing a high level of support to the users they serve.

CTP offers an environment where technical professionals can broaden their experience, strengthen their troubleshooting and customer-support skills, and contribute directly to the success of our customers and their missions.

Requirements:

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
  • DOD 8570 IAT Level 1 Compliance Required (A+ CE and Network+ CE OR Security+ CE Required)

This position requires an active Security Clearance with appropriate Polygraph.

About us:

Founded in 2007, Columbia Technology Partners is a Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.

At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.

That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.

Salary Range Transparency

At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.

How We Determine Salary Ranges

Our salary ranges are based on the following key factors:

• Job Role and Responsibilities : The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
• Market Research and Industry Benchmarks : We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
• Experience and Qualifications : An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
• Location : Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards.
• Company Performance : Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team.

Really good benefits, for really GREAT people:

From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; let's get where you're going, together .

Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.

Vision + Dental: Both free to you + paid in full by CTP.

Retirement: 401k - 6% company contribution

PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.

Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.

Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.

Profit Sharing Bonus: End of year cash gets added to your bottom-line.

Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors.

CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!