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CODEplus
Posted 1mo ago

Helpdesk Technician

CODEplus
code-plus.comView all open roles
Merrifield or Fairfax
HybridFull Time
Responsibilities
  • troubleshooting application
  • documenting interactions
  • escalating issues
Requirements
  • Entry-level Tier 1 application support role. Must obtain Sensitive Public Trust clearance
  • Be US citizen or green card holder
  • Have 7-year county residency
  • Basic troubleshooting skills
  • Strong communication
  • ServiceNow exposure a plus
Technical tools mentioned
ServiceNow

Job description

Helpdesk Technician-  Tier 1

Position Title: Helpdesk Technician – Tier 1 (Application Support)
Location: Training on site in Merrifield for a minimum of 1 Month and eventually teleworking

Employment Type: Full-Time

Overview

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

About CODEplus

Provides software engineering and system modernization services for government.

Year founded
1995
Industries
Information TechnologyDefense
Activities
Software engineeringSystems modernizationIT consultingAgile transformationCybersecurity services
Organization type
Private
Headquarters
US

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