Tier 1 IT Help Desk Technician

Job Description

Job Description

Custom Software Systems, Inc. (CSS) is seeking a motivated Tier 1 IT Help Desk Technician to support our client in Washington, DC. This is an excellent opportunity for an entry-level IT professional who enjoys helping people, solving technical problems, and building a career in IT support.

The ideal candidate will have 1-2 years of experience providing desktop and technical support in a Windows environment, strong customer service skills, and a willingness to learn. This position provides first-level technical support to end users by troubleshooting hardware, software, and basic network issues while ensuring a positive customer experience.

Responsibilities

• Provide Tier 1 technical support to end users via phone, email, remote support, and in person.
• Respond to help desk tickets and troubleshoot basic hardware, software, printer, and peripheral issues.
• Install, configure, and support Windows desktop and laptop computers.
• Assist with the deployment, setup, and imaging of new computers and workstations.
• Configure and support mobile devices, including smartphones and tablets.
• Install approved software and perform routine software updates.
• Perform password resets, unlock user accounts, and assist with basic Active Directory account management.
• Troubleshoot Microsoft Office 365 applications, Outlook, Teams, and other standard business applications.
• Document all incidents, service requests, and resolutions accurately within the ticketing system.
• Escalate unresolved or complex technical issues to Tier 2 or senior support staff.
• Assist with workstation moves, equipment replacements, and new employee onboarding.
• Maintain accurate hardware inventory and asset records.
• Provide excellent customer service while communicating technical information in an easy-to-understand manner.
• Follow established IT policies, procedures, and security guidelines.
• Assist with basic printer, network connectivity, VPN, and Wi-Fi troubleshooting.
• Participate in team meetings and contribute to knowledge base documentation.

Citizenship

• U.S. Citizens or Lawful Permanent Residents.

Required Qualifications

• 1-2 years of IT Help Desk, Desktop Support, or Technical Support experience.
• Experience supporting Windows 10/11 operating systems.
• Basic knowledge of Microsoft Office 365 applications.
• Experience troubleshooting desktop hardware and software issues.
• Familiarity with Active Directory for basic user account support (password resets, account unlocks).
• Experience using a help desk ticketing system such as ServiceNow, Jira, Zendesk, or similar.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Willingness to learn new technologies and support procedures.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to provide professional customer service while working with users of varying technical skill levels.
• Basic understanding of networking concepts including TCP/IP, VPN, and Wi-Fi connectivity.
• Knowledge of Windows desktop support and common hardware components.
• Ability to document technical issues clearly and accurately.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.

Education

• Associate's degree in Information Technology, Computer Science, or a related field OR
• Equivalent combination of education, technical training, and relevant work experience.

Preferred Qualifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Google IT Support Professional Certificate
• ITIL Foundation (preferred but not required)

Compensation & Benefits

Salary: Negotiable

Custom Software Systems, Inc. offers a competitive benefits package, which may include:

• Health Insurance
• Health Savings Account (HSA)
• Dental Insurance
• Vision Insurance
• Short-Term Disability
• Long-Term Disability
• Basic Life Insurance
• Supplemental Life Insurance
• Simple IRA Retirement Plan
• Parking and Commuter Reimbursement
• Professional Training and Development Opportunities

Company Background:
Headquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a Woman-Owned (WOSB) and HUBZone certified small business. Built on a foundation of trusted client partnerships, CSS has fostered a stakeholder-centric yet disciplined approach to IT solutions development. This ensures our ability to consistently meet or exceed our customers' expectations.

Benefits:
CSS is a very employee oriented company knowing that well trained, professional associates are what make our company great. We offer a competitive benefits package that includes: paid holidays and paid time off; medical insurance that includes vision; dental insurance; company paid long and short-term disability and life insurance; a Simple IRA plan (similar to 401k); parking and commuter reimbursement. We also work with our employees on training and professional certification plans that benefit the employee, the client and CSS - a win-win-win strategy.

Equal Opportunity Employer:
CSS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. CSS complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

CSS expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CSS employees to perform their expected job duties is absolutely not tolerated.

Company Description

Company Background:\r\nHeadquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a Woman-Owned (WOSB) and HUBZone certified small business. Built on a foundation of trusted client partnerships, CSS has fostered a stakeholder-centric yet disciplined approach to IT solutions development. This ensures our ability to consistently meet or exceed our customers' expectations. \r\n\r\nBenefits:\r\nCSS is a very employee oriented company knowing that well trained, professional associates are what make our company great. We offer a competitive benefits package that includes: paid holidays and paid time off; medical insurance that includes vision; dental insurance; company paid long and short-term disability and life insurance; a Simple IRA plan (similar to 401k); parking and commuter reimbursement. We also work with our employees on training and professional certification plans that benefit the employee, the client and CSS - a win-win-win strategy.\r\n\r\nEqual Opportunity Employer:\r\nCSS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. CSS complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\r\n\r\nCSS expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CSS employees to perform their expected job duties is absolutely not tolerated.