Helpdesk Technician - Merrifield

We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.

Responsibilities

· Serve as the first point of contact for end-users requiring assistance with the designated application.

· Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.

· Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.

· Provide clear, user-friendly guidance and training to non-technical users.

· Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.

· Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.

· Monitor ticket queues and follow established Service Level Agreements (SLAs).

· Participate in team meetings and contribute ideas for improving support processes.

Qualifications

· Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.

· Basic understanding of troubleshooting techniques for software or applications.

· Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.

· Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.

· Ability to work effectively in a team-oriented environment and follow documented procedures.

· Eagerness to learn new applications and grow into higher-level support roles.

Requirements

· Must be able to obtain Sensitive Public Trust Clearance

· Must be US Citizen or green card holder

· Must have been in the county for the last 7 years