Tier 1 Help Desk Technician - El Paso TX
| Verified Pay check_circle | Provided by the employer$16 - $16.5 per hour |
|---|---|
| Hours | Full-time |
| Location | El Paso, TX El Paso, Texas open_in_new |
Compare Pay
Verified Pay check_circleProvided by the employer$16.25
$34.52
$52.34
About this job
Job Description
Serve as the Single Point of Contact (SPOC) for end users, responding to incidents and service requests received through telephone, email, SMS/text messaging, web chat, and self-service portal submissions.
Maintain end-to-end ownership of incidents and service requests, including logging, categorizing, prioritizing, tracking, documenting, and recording resolutions.
Provide timely responses and resolution based on ticket priority and impact, while maintaining clear communication with end users throughout the ticket lifecycle.
Resolve issues directly when possible or route tickets to the appropriate resolver group, including warm transfers for application-related issues when required.
Monitor and manage service requests through resolution, ensuring appropriate follow-up, escalation, and coordination with resolver groups.
Escalate urgent, business-critical, and VIP incidents or service requests in accordance with established procedures and service requirements.
Eligibility requirements: U.S. citizenship is required for this position under applicable federal contract requirements. Candidate must also be able to obtain and maintain a Public Trust clearance as required for the role.
Ability to effectively support customers across multiple communication channels, including phone, email, text, and chat.
Demonstrated ability to provide accurate information, troubleshoot customer needs, and support high first-contact resolution rates.
Strong customer service and communication skills, with the ability to provide courteous, professional, and high-quality support.
Candidates must reside in Kentucky, Louisiana, or Texas and be able to work from the designated local GDIT office as required.
1+ year of Help Desk, Service Desk, or similar technical support experience.
Experience using ServiceNow or a similar ticketing or IT service management (ITSM) platform.
Previous experience supporting civilian federal government contracts or customers.
Bachelor’s degree or equivalent relevant professional experience.
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
The posted compensation range reflects the scope and requirements of this position. A final offer will be determined based on the candidate’s relevant experience, skills, education, certifications, and work location, along with the responsibilities of the position. Where applicable, contract requirements, wage determinations, and federal contract labor categories may also inform the offer.
SteerBridge also offers benefits that may include health and life insurance, paid time off, paid holidays, disability coverage, retirement savings, and professional development opportunities. Benefits vary by position and eligibility.
If you would like information about how your application is processed, please contact us.
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