Associate Service Desk Technician (Tier 1) - PAE Fires IT Support

Pending Contract Award

Position Responsibility Summary:

• Primary Function - Initial Contact & Triage (PWS 1.16.6.1, 1.16.6.3): Serves as the first point of contact for all user inquiries, performing initial triage, password resets, account unlocks, and routine troubleshooting. Ensures that standard, quick-resolution requests are addressed promptly to maintain consistent response times and customer satisfaction regardless of ticket workload fluctuations.
  • Cross-Functional Equipment Support (PWS 1.16.6.4, 1.16.10.2):** Cross-trained in Equipment Support and Asset Management receiving/tracking. Logs and documents equipment moves, adds, and changes during user support interactions, capturing serial numbers and locations in real time as part of the ticket workflow. Provides direct backup capability to Desktop Support/Field Technicians during high-volume deployment periods.