About TriVertex Solutions

TriVertex Solutions is a forward-thinking company delivering IT solutions to clients across the commercial and federal government sectors. With a strong foundation in technology and a commitment to agility, we help organizations solve complex challenges, scale effectively, and deliver on their missions. We bring a modern, solutions-oriented approach to every partnership - aligning with teams that value innovation, performance, and meaningful results.

We are currently seeking a customer-focused and technically skilled IT Help Desk Analyst (Tier 1) to provide front-line support to end users on a federal project. The successful candidate will be responsible for handling incoming tickets, resolving basic technical issues, and escalating more complex incidents in accordance with service level agreements (SLAs) and ITIL best practices.

Clearance: This position supports a federal contract and requires the ability to obtain a public trust clearance.

What You'll Do

Serve as the first point of contact for users seeking IT assistance via phone, email, or ticketing system
Provide prompt and professional support for common issues related to hardware, software, VPN, email, printers, and basic network connectivity
Log, track, and manage support tickets in the designated ITSM platform, ensuring timely resolution or escalation
Escalate unresolved issues to Tier 2 or Tier 3 support following defined procedures
Assist in account provisioning, password resets, and access requests using tools like Active Directory
Maintain detailed documentation of issues and troubleshooting steps in the knowledge base
Participate in shift schedules and ensure coverage for designated service hours
Deliver high-quality customer service in a fast-paced, compliance-driven environment

What You Bring

Associate degree or relevant IT training/certification
At least one year of experience in a Tier 1 help desk or technical support role
Basic knowledge of Windows OS, Office 365, remote desktop tools, and ticketing systems such as ServiceNow
Strong troubleshooting, communication, and customer service skills
Ability to work independently and follow established procedures
ITIL v4 Foundation or CompTIA A+ certification preferred
Prior experience supporting a federal agency or government customer is a plus

Why Join TriVertex Solutions

Be part of a forward-thinking company that values innovation, agility, and real-world impact
Work in a collaborative environment where your ideas and contributions matter
Enjoy a flexible, remote-friendly culture built on trust and accountability
Grow your career with opportunities to take on meaningful, challenging projects
Receive a competitive compensation package that reflects your skills and experience

TriVertex Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

TriVertex Solutions

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