Help Desk, Tier 1

What You Will Do

As a Tier 1 Help Desk Technician at Independent Software, you'll serve as the first point of contact for users experiencing IT-related issues. In this cleared, mission-focused role, you will work onsite in Annapolis Junction, MD, delivering technical support for hardware, software, and network troubleshooting. You'll also provide remote assistance using mirroring tools and escalate complex issues when needed.

This position is ideal for individuals who thrive in a fast-paced, customer-service-driven environment and are looking to build their technical skill set within the intelligence community.

Key Responsibilities:

• Provide first-level support for desktops, laptops, mobile devices, printers, and network connectivity
• Troubleshoot and resolve hardware, software, and basic network issues
• Use diagnostic tools and remote access software (e.g., RDP, Dameware, or similar) to support users
• Log, update, and track service tickets in an ITSM or help desk platform (e.g., ServiceNow, Remedy)
• Assist with system account creation, password resets, and access issues
• Document solutions and contribute to knowledge base articles
• Clearly communicate with users and escalate issues when necessary

Required Skills and Qualifications:

• Strong customer service and communication skills, both written and verbal
• Proficiency with Windows 10/11 and Microsoft Office 365 applications
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with Active Directory (user account management and permissions)
• Ability to troubleshoot issues with desktops, laptops, and peripherals
• Experience using ticketing systems (e.g., ServiceNow, Jira, Remedy)
• Understanding of IT security best practices and user access protocols
• Ability to follow and document standard operating procedures
• Reliable, organized, and able to work independently in a mission-critical environment
• Availability to work Sat & Sun 6am-8pm & Mon 6am-2pm (Training M-F 6am-2pm)

Education and Experience:

• High School Diploma or GED and 10 years of experience or
• Bachelor's degree in any field and 5 years of experience

Certifications:

• Must meet DoD 8570 IAT Level II requirements (e.g., CompTIA Security+ CE)

Clearance Requirement:

• Must possess an active TS/SCI with appropriate Polygraph to be considered for this role

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.