Help Desk Technician I

Job description

Description Position Summary: The Help Desk Technician Tier 1 provides initial technical assistance and customer support for users of C2ISR and enterprise IT systems. This role performs first-level troubleshooting, documents incidents, resolves common hardware/software and account-access issues, and escalates complex problems to higher-tier support while following established scripts, procedures, and service level expectations. The position supports mission operations in a 24/7/365 environment. Essential Duties and Responsibilities: Minimum Qualifications (Knowledge, Skills, and Abilities) - Performs initial diagnostic steps to identify the nature of reported issues, following established scripts and procedures. - Provides basic technical assistance and support for common hardware, software, and connectivity issues. - Assists users with account lockouts, password resets, and access requests in accordance with policy. - Logs, categorizes, prioritizes, and documents incidents and requests with clear, accurate details. - Escalates complex or unresolved issues to Tier 2/3 support, providing complete troubleshooting history and relevant artifacts. - Contributes to the knowledge base by...