Tier 1 Helpdesk Technician

Job Title: Tier 1 Help Desk Technician – FDA White Oak, Silver Spring, MD 20993 Position: Full Time • Salary: $17.50 hourly • Category: Information Technology • Location: FDA White Oak, Silver Spring, MD. We are looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. Responsibilities Provide IT support to over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. Receive support requests via phone, email, and web/intranet portals. Utilize remote assistance tools to help customers with connected PCs. Create, modify, and close tickets in ServiceNow; escalates unresolved problems to Tier 2 and Tier 3 support. Research solutions using available resources and the IT Help Desk knowledge base. Follow established Standard Operating Procedures (SOPs) and ensure proper ticket closeout upon resolution. Operate as part of a 24/7/365 help desk; shift work may include evenings, nights, weekends, and holidays. Work Schedule During training: on-site 8‑hour shift, Monday‑Friday, 7:00AM–5:30PM. After training, a permanent schedule will be assigned based on operational needs. Work is 40 hours per week, with the possibility of some remote work if approved by management. Job Requirements Strong communication, teamwork, adaptability, innovative outlook, and problem‑analysis skills. Excellent customer service skills and experience with call‑tracking/problem‑management software, with detailed documentation. Proficient in troubleshooting Windows 7 and Windows 10 PCs and related hardware/software relationships. Professional attitude, company focus, and strong work ethic with the ability to handle multiple priorities in a dynamic environment. Must be able to obtain a Public Trust security clearance. Availability to work shift schedules, including overnight and weekend shifts to support 24/7/365 operations. Education High‑school diploma or GED required. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred. Benefits Medical, Dental, and Vision Coverage Paid Time Off (PTO) 401(k) matching #J-18808-Ljbffr Executive 1 Holding Company