Service Desk Tier 1

Easy Dynamics • Part-time • McLean, VA, US • 6d ago

About Easy Dynamics Corporation

Easy Dynamics has nearly two decades of hands-on experience designing, deploying, and managing cybersecurity solutions across organizations of every size. We are builders, problem solvers, and trusted advisors who bring well-architected solutions and management consulting to our clients to align them with the best practices their missions demand. As industry leaders, we are committed to delivering unparalleled quality and service in all aspects of our organization and providing our customers with outstanding technical excellence and the business acumen to advise them on both tactical and strategic initiatives.

Easy Dynamics’ culture is best described as “East Coast address, West Coast attitude, driven by a unique combination of talented individuals who routinely deliver with innovation, and technical excellence. By building a world-class team of engineers and subject-matter experts, we’ve cemented our standing as a trusted provider of next-generation identity and risk management solutions. Other core capabilities include Velum Cloud delivery, automation and resilience.

Easy Dynamics is an equal opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other consideration made unlawful by applicable federal state or local laws.

About the role

The Service Desk I (Tier 1) Specialist is the first point of contact for customers or end-users experiencing technical issues. This role is responsible for basic troubleshooting, incident logging, and escalating more complex issues to Service Desk II support.

What you'll do

Respond to customer queries via phone, email, chat, or ticketing systems.
Provide basic technical support for hardware, software, applications, and network issues.
Guide users through step-by-step solutions.
Maintain knowledge base articles and documentation.
Follow up with users to ensure issues are resolved.
Escalate unresolved or complex issues to Tier 2 or appropriate support teams.
Log incidents and service requests accurately using ticketing systems (e.g., Zendesk, ServiceNow).

Qualifications

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
1–2 years of experience in technical support or customer service.
Familiarity with operating systems (Windows, macOS), common applications, and basic networking.
Strong communication and problem-solving skills.
Customer- orientated mindset
Former Law enforcement supervision & veterans- highly preferred
US citizenship & ability to obtain a Federal Law Enforcement background check

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