Job Description

Job Title: Tier 1 Help Desk Technician – FDA White Oak, Silver Spring, MD 20993

Position: Full Time • Salary: $17.50 hourly • Category: Information Technology • Location: FDA White Oak, Silver Spring, MD.

We are looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer.

Responsibilities

• Provide IT support to over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues.
• Receive support requests via phone, email, and web/intranet portals.
• Utilize remote assistance tools to help customers with connected PCs.
• Create, modify, and close tickets in ServiceNow; escalates unresolved problems to Tier 2 and Tier 3 support.
• Research solutions using available resources and the IT Help Desk knowledge base.
• Follow established Standard Operating Procedures (SOPs) and ensure proper ticket closeout upon resolution.
• Operate as part of a 24/7/365 help desk; shift work may include evenings, nights, weekends, and holidays.

Work Schedule

During training: on-site 8‑hour shift, Monday‑Friday, 7:00AM–5:30PM. After training, a permanent schedule will be assigned based on operational needs. Work is 40 hours per week, with the possibility of some remote work if approved by management.

Job Requirements

• Strong communication, teamwork, adaptability, innovative outlook, and problem‑analysis skills.
• Excellent customer service skills and experience with call‑tracking/problem‑management software, with detailed documentation.
• Proficient in troubleshooting Windows 7 and Windows 10 PCs and related hardware/software relationships.
• Professional attitude, company focus, and strong work ethic with the ability to handle multiple priorities in a dynamic environment.
• Must be able to obtain a Public Trust security clearance.
• Availability to work shift schedules, including overnight and weekend shifts to support 24/7/365 operations.

Education

High‑school diploma or GED required. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred.

Benefits

• Medical, Dental, and Vision Coverage
• Paid Time Off (PTO)
• 401(k) matching

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Job Tags

Hourly pay, Permanent employment, Full time, Work at office, Worldwide, Monday to Friday, Shift work, Night shift, Afternoon shift

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