Help Desk Technician - Tier 1

Job description

Work Arrangement This is an onsite position at MacDill Air Force Base in Tampa, FL Job Overview: The Help Desk Technician Tier 1 (Junior) provides frontline technical support to end users across the organization. This role performs initial troubleshooting, resolves basic technical issues, and ensures accurate documentation of incidents. The technician works in a fast-paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities. Essential Functions: - Perform initial diagnostic steps to identify and assess technical issues, following established troubleshooting scripts and procedures. - Provide basic technical assistance for common hardware, software, and system issues related to C2ISR platforms. - Support users with account lockouts, password resets, and basic network connectivity checks. - Escalate complex, high-impact, or unresolved issues to higher-tier support teams, providing clear, concise, and complete problem descriptions. - Gather and document detailed information from users to support accurate incident reporting and resolution tracking. - Contribute to maintaining the help desk knowledge base, including documenting frequently asked questi...