Helpdesk Technician - Tier 1 with Security Clearance

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