Help Desk Specialist ? Tier 1 - IMO

Technology, Automation, and Management, Inc. • Full-time • Crystal City, Virginia, United States • $53.97k - $88.92k / year • 2m ago

Mission Objectives ? The ASA(FM&C) delivers timely, robust support for the Army?s worldwide financial management mission. The IMO Support contract enables this by providing responsive, secure IT support to over 1,400 personnel across three locations. The Help Desk Specialist ? Tier 1 is an entry-level IT support professional who operates under the guidance of the senior Help Desk Specialists and Program Manager, providing front-line Tier 1 support by following established SOPs and pre-defined guidelines to address common user issues efficiently and effectively.

Position Responsibility Summary

Receive, log, and respond to incoming IT support requests across multiple channels ? phone, email, live chat, and in-person ? ensuring each interaction is documented accurately and promptly in the team?s ticketing system
Resolve common end-user issues including password resets, application access problems, peripheral setup, and basic software troubleshooting using established procedures and knowledge base resources
Escalate issues that exceed standard Tier 1 resolution scope to senior specialists in a timely manner; provide users with clear status updates and realistic expectations throughout the process
Perform routine desktop and laptop support tasks that do not require administrative-level system credentials; coordinate with senior staff or the enterprise network provider when elevated access is required
Assist with basic mobile device support requests, including device setup assistance, application access questions, and connectivity troubleshooting for smartphones, tablets, and wireless hotspot devices
Support account-related tasks as directed by senior staff, including assisting users through onboarding/offboarding steps and coordinating access requests through the appropriate workflow
Assist with digital credential and token support tasks under senior staff guidance, including directing users to the appropriate process for token resets or certificate issues
Help prepare conference rooms and VTC equipment for scheduled sessions; perform basic connectivity and display checks prior to meetings
Contribute to knowledge base quality by documenting resolutions for completed tickets and noting any articles that appear outdated or inaccurate
Assist with periodic physical asset verification tasks; update asset tracking records following device deployments, returns, or exchanges
Participate in team-level user feedback activities; help gather survey responses and flag recurring user complaints to senior staff for escalation
Complete all mandatory government security and compliance training within required timeframes; consistently follow applicable DoD and Army IT security policies and handling procedures
Provide courteous, professional service to all users regardless of rank or technical proficiency; reflect positively on the team?s service reputation through every interaction

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