Tier 1 IT Help Desk Specialist

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

Tier 1 IT Help Desk Specialist to join the team for a rewarding and challenging opportunity to provide Tier 1 support. Tier 1 IT Help Desk Specialist will be part of a team to provide centralized service to help users resolve issues with computer hardware and software by responding to IT-related in queries and operational problems. We strive to have a high rate of first call resolution but also expect our team to follow escalation processes to route tickets to the appropriate support groups when required. Our team documents inquiries and provides supervisors with notes regarding the problem, steps they have taken, and their diagnosis of the user’s problem. We maintain detailed records of user issues with software and hardware, which helps diagnose and repair more complex cases and provide IT departments with data regarding recurring issues and problems. We provide daytime support hours 7 days a week and everyone must have the ability to multitask in a fast-paced environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately.

This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with mid-level technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

Responsibilities:

• Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries and create incidents using government’s systems and maintain them through resolution.

• Provide prompt and courteous customer service.

• Update Asset Management records for users when required.

• Create monthly metrics of Service Desk tickets.

• Offer first line of support and provide information that may be found in a knowledge base and/or manuals.

• Identify, escalate (e.g., Tier 2 and Tier 3 escalation), and manage incident resolution; close incidents and service requests including those escalated to third parties and the IT Security Division.

• Cooperate and support colleagues and interact with other support groups.

• Follow the knowledge base and priority matrix for issue resolution.

• Assist with the creation of knowledge-based articles that support incident resolution.

• Analyze information and evaluate results to choose the best solution to solve issues.

• Resolve technical issues within the policies and standard operating procedures provided.

• Observe, receive, and otherwise obtain information from any relevant source.

• Perform remote diagnostics and troubleshoot client workstations and mobile devices.

• Troubleshoot and resolve incidents and problems.

• Respond to general inquiries and non-technical questions.

• Provide password recovery for all users on various systems.

• Ability to adapt to range of operating systems.

• Hybrid - 2 days per week in the office (Herndon, VA) / 3 days at home

• Must be a U.S. Citizen and successfully complete a USDA- Public Trust background check.

• High School Diploma or GED.

• Information Technology fundamental certifications (IT Fundamentals, Comptia basic certifications, etc.)

• Able to work in an environment that is open 7 days a week, including holidays.

• Minimum of 1- 3 years’ experience working in a support role, customer service or IT support.

Preferred Skills/Experience:

• HDI certification.

• ITIL Foundation certification.

• Other relevant technical certifications (e.g., Microsoft, CompTIA, etc.).

• Experience supporting USDA or other similar federal agencies.

• IT Support experience, preferably in a Help/Service Desk or Call Center environment.

• Experience using ServiceNow, Remedy or equivalent ITSM.

• Experience configuring/supporting Windows 10 or higher operating system.

• Experience configuring/supporting Microsoft Office 2019 & O365.

• Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, or Google Chrome.