Help Desk Support Specialist – Level 1

Location: Andrews AFB
Clearance Requirement: Secret
Certification: Security+

Position Overview

The Help Desk Support Specialist – Level 1 provides front-line support to end users by phone, email, and web, resolving basic technical issues and escalating more complex problems to the appropriate teams. This role ensures exceptional customer service while operating within an IT Service Management (ITSM) environment governed by service level agreements (SLAs).

Key Responsibilities

Respond to user inquiries via phone, email, and web; greet users professionally and determine the nature of the issue.
Troubleshoot and resolve Level 1 technical issues related to hardware, software, applications, desktops, mobile devices, printers, and telecom equipment.
Create and manage tickets within a ticketing system, ensuring clear and detailed documentation of issues and resolutions.
Escalate unresolved issues to higher-tier support teams and coordinate follow-up as needed.
Determine whether equipment replacement is needed and coordinate warranty resolution processes.
Provide continuous updates on ticket status and communicate resolution progress to end users.
Maintain accurate and timely documentation of all support activities and ensure tickets are closed only after confirmation of resolution.
Meet defined response and resolution time targets in accordance with ITSM/SLAs.
Apply critical thinking to diagnose and solve routine desktop, application, and infrastructure-related issues.
Deliver high-quality customer service with strong verbal and written communication skills.

Basic Qualifications

Experience in a customer-facing technical support role
Strong analytical and problem-solving abilities
Excellent communication skills (written and verbal)
Working knowledge of desktop hardware/software, applications, mobile devices, and basic networking
Familiarity with ITSM ticketing systems and SLA-driven environments

Job Types: Full-time, Contract

Pay: $23.62 - $27.00 per hour

Expected hours: 40 per week

Schedule:

8 hour shift
Day shift
Monday to Friday

Security clearance:

Secret (Required)

Ability to Commute:

Andrews Air Force Base, MD 20762 (Required)

Work Location: In person

Agensys Corporation

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