Tier I Help Desk Technician

Responsibilities: Provide Tier I technical support by responding to user calls, emails, and tickets to resolve IT issues. Document incidents in ServiceNow and escalate complex tickets to Tier II technicians while maintaining high service standards.

Requirements: Requires 1-3 years of experience in a similar role and U.S. citizenship. Candidates must be flexible to work 12-hour shifts, including weekends and overnights, and pass a drug screen.

Key skills: Technical Support, Incident Management, Troubleshooting, ServiceNow, Five9, Customer Service, Communication Skills, Ticket Management, First Call Resolution, Quality Assurance

Keywords: ServiceNow, Five9, Tier I Support, Help Desk, Incident Management, First Call Resolution, Government Consulting, Remote Work, Technical Troubleshooting, IT Support, Ticket Lifecycle, QA Reviews