Tier 1 IT Support Specialist

A company is looking for a Tier 1 IT Support Specialist to provide first-line IT support for federal customers.

Key Responsibilities

Manage toll-free access for end users and handle incoming calls through IVR and ACD systems

Provide Tier 1 support for desktop applications and enterprise tools, resolving common technical issues

Coordinate incidents and service requests, escalating unresolved issues to higher-tier support as needed

Required Qualifications

Associate's degree in computer science, information systems, engineering, or related field, or one year of relevant IT experience

Proficient in managing multi-channel support (phone, email, tickets)

Experience using ServiceNow or comparable ITSM platforms for ticket and knowledge management

Ability to collaborate with Tier 2 / 3 teams and communicate escalation paths

Strong troubleshooting skills for hardware, software, and network issues