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Tier 1 Help Desk Technician - TEKsystems c/o Allegis Group
Software Engineer
Tier 1 Help Desk Technician providing frontline support for a government client, troubleshooting Windows and COTS applications, managing tickets, and ensuring rapid resolution with strong communication and independent work skills.
About the role
Key Responsibilities
- Respond to user support requests via phone, email, and ticketing system, diagnosing and resolving issues with Windows and COTS applications.
- Document all incidents accurately in the trouble ticket tracking system, ensuring proper follow‑up and closure.
- Escalate complex problems to higher‑level support teams while maintaining clear communication with end users.
- Assist with hardware setup, software installations, and routine maintenance tasks, including lifting up to 50 lbs as needed.
- Adhere to security protocols and maintain confidentiality of sensitive government data.
Requirements
- Proven experience in a Tier 1 help desk or technical support role.
- Strong knowledge of Windows operating systems and Microsoft Office suite.
- Familiarity with commercial off‑the‑shelf (COTS) application troubleshooting.
- Excellent verbal communication and customer‑service skills.
- Ability to work independently, follow directions, and manage multiple tickets simultaneously.
Skills
software developmentsystem designproblem solving