Helpdesk Technician - Tier I

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Location: Washington, DC
Clearance: Public Trust
Employment Type: Full-Time

Company Description
Celestial Innovations Group (CIG) is a fast-moving, mission driven technology firm working at the intersection of innovation, national security, and digital transformation. We support forward-thinking government agencies with cutting edge capabilities in cybersecurity, cloud, AI/ML, and IT modernization. At CIG, we don’t just check boxes. We solve real-world problems that matter.

We’re building a culture where smart, curious, and driven people thrive. This is a place where your voice matters, your work has impact, and your growth is part of the mission. If you're looking for a team that values trust, clarity, and the power of innovation, this is where you want to be.

Overview
The Tier I Help Desk Support Technician provides front-line technical support to government end users. This role focuses on timely issue resolution, exceptional customer service, and accurate ticket documentation.

Key Responsibilities

• Serve as the initial point of contact for OIS requests for service, overseeing emails, calls, chat, walk-ups, and in-person interactions at the OIS Help Desk.
• Provide Tier I support for requests received through email, phone, the ServiceNow ticketing system, or direct interaction with USCP customers.
• Document all requests for service using the ServiceNow Help Desk ticketing system, ensuring accuracy and completeness.
• Communicate information in an effective and clear manner so customer issues are successfully understood and resolved.
• Troubleshoot and resolve basic desktop, laptop, tablet, mobile device, printer, and standard application issues, triaging as necessary to ensure timely service.
• Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
• Provide password resets, account unlocks, user access assistance, and support for Active Directory, DNS, DHCP, and basic network connectivity.
• Provide OIS Operations management with regular updates on common issues and identify potential long-term improvements to reduce recurring problems.
• Triage and escalate IT issues to Tier II, Tier III, and OIS management in accordance with established procedures.
• Support onboarding activities including workstation setup, peripheral configuration, and customer orientation.
• Maintain compliance with government IT policies, security protocols, and service-level requirements while working in a fast-paced operational environment.

Required Qualifications

• Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
• Minimum of 1 year of experience administering and supporting Windows 10/11 in a help desk or IT support environment.
• Experience working with and understanding customer service and customer support principles and methods.
• Ability to present formal and informal training or assistance to customers when needed.
• Ability to report, respond to, and resolve customer requests in an organized and timely manner.
• Demonstrated experience supporting Microsoft Windows (10 and 11), Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
• Experience troubleshooting basic computer hardware (desktop, laptop, tablet) and software issues, with the ability to triage effectively.
• Ability to work in a fast-paced environment providing continuous support to users and critical operations.
• Strong communication skills with the ability to communicate effectively both verbally and in writing with customers, peers, technical staff, and Government personnel.
• Ability to obtain and maintain the required Public Trust or government clearance and work onsite as required.

Flexible work from home options available.