Tier I Help Desk Technician

Responsibilities & Qualifications

RESPONSIBILITIES

• Respond to user calls, emails, and trouble tickets to provide general IT support.
• Create, update, and close out help desk tickets accurately and efficiently.
• Collaborate with other Tier I and Tier II support staff to ensure proper hand-off and escalation of tickets for timely resolution.
• Provide Tier I support, including incident management, basic troubleshooting, and non-invasive corrective actions.
• Perform First Call Resolution (FCR) whenever possible, documenting incidents clearly and concisely in the Service Now ticketing system.
• Assist end users with how-to questions, troubleshooting, diagnosing, and resolving technical issues.
• Monitor and alert management regarding recurring issues and patterns.
• Assign and transfer calls/tickets to Tier II technicians as needed.
• Conduct daily QA reviews to maintain high service standards.
• Participate in regular team meetings, process improvement initiatives, and ongoing training sessions.
• Demonstrate strong communication and interpersonal skills to build and maintain professional relationships with customers and office staff.
• Complete additional educational courses and learning materials as assigned.
• This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery.

REQUIRED QUALIFICATIONS

• 1-3 years of experience in a similar role.
• Prior experience in a government consulting services environment is preferred.
• Strong verbal and written communication skills in English, with the ability to effectively assist users via email, phone, and desk-side support.
• Flexibility to work up to 12-hour shifts (including weekends and overnight shifts) with a 1-hour meal break, as well as participate in on-call schedules or other time frames specified by management.
• Experience with Service Now and Five9 is a plus.
• Reliable internet service for remote work.
• Must successfully pass a drug screen
• Must be a U.S. Citizen

We are seeking a part-time Tier I Help Desk Technician to provide high quality technical support to our end users.

The Tier I Help Desk Technician will be responsible for answering calls, logging incidents in the ticketing system, and providing customers with accurate information and troubleshooting assistance. While an IT background is not mandatory, the ability to assist users in resolving issues effectively is essential. Strong written and verbal communication skills, the ability to adapt to diverse environments, and a collaborative mindset are critical for success in this role.

Tek Synap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment.

“Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

As part of the application process, you agree that Tek Synap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:
  
  remote/telework
• Type of environment:
  Home Office
• Noise level:
  Low
• Work schedule:
  
  Part-Time, up to 30 hours per week.
• This role will cover a 24/7 schedule,…