Omniscius Consulting
Help Desk Tier 1
- Compensation
- Not disclosed
- Location
- Annapolis Junction, MD
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Active TS/SCI security clearance.
- Active Full Scope Polygraph.
- High School Diploma/GED or Bachelor’s degree.
- Customer service experience.
- Experience working with ServiceNow or another IT service management/ticketing platform.
- Basic knowledge of desktop hardware, software, user accounts, peripherals, and network connectivity.
- Strong troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to effectively support users with varying levels of technical knowledge.
- Ability to work the Friday through Monday, 12:00 PM – 10:00 PM schedule.
Nice to have
- Previous Tier 1 Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Experience supporting users in a DoD, Intelligence Community, or other cleared environment.
- Experience with ServiceNow incident and service request workflows.
- Familiarity with ITIL-based service management processes.
- Experience supporting Microsoft Windows workstations and common enterprise applications.
Full description
Help Desk Tier 1 – System Administrator Level 1
Our client is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support to users in a mission-focused environment. This position is responsible for resolving common hardware, software, account, and network connectivity issues while ensuring incidents and service requests are accurately documented and escalated when necessary.
Schedule: Friday – Monday, 6:00 AM – 4:00 PM
Clearance: Active TS/SCI
Polygraph: Full Scope Polygraph (FS Poly)
DoD 8570/8140: IAT Level I
Responsibilities
- Respond to user support requests via phone, email, chat, and ticketing systems.
- Log, track, update, and resolve incidents and service requests using the designated ticketing system.
- Diagnose and resolve basic hardware, software, and network connectivity issues.
- Provide step-by-step technical guidance to users for common IT problems.
- Install, configure, and update software on user devices.
- Assist with password resets, account lockouts, and user access issues.
- Support basic printer, scanner, peripheral, and workstation troubleshooting.
- Assist with IT asset and hardware inventory activities, including laptops, monitors, printers, and accessories.
- Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.
- Document recurring issues, resolutions, and troubleshooting procedures for knowledge-base use.
- Maintain and update accurate records and ticket documentation.
- Contribute to knowledge-base articles and self-service solutions for users and technical staff.
- Communicate technical information clearly to both technical and non-technical users.
- Maintain a professional and customer-focused approach when working with users and coworkers.
- Provide timely updates regarding ticket status and expected resolution.
- Participate in team meetings, training, and knowledge-sharing activities.
- Follow applicable IT policies, procedures, and security requirements.
- Report potential security incidents or breaches to the appropriate team or leadership.
- Support weekend and mission-essential operations as required.
Required Qualifications
- Active TS/SCI security clearance.