Job description

Tier I Service Desk Technician

Job Summary

TENAX Technologies is currently seeking a Tier I Service Desk Technician to provide technical support at Aberdeen Proving Ground. The IT Service Desk Technician will provide high-level service to end-users while troubleshooting basic hardware, software, and network issues. The ideal candidate must possess excellent customer service skills and the ability to effectively communicate technical information to non-technical users.

Key Responsibilities

• Respond to and resolve service requests from end-users via phone, email, or ticketing system.
• Provide basic technical support for hardware, software, and network issues, including installing and maintaining workstations.
• Assist with managing e-mail and user accounts, perform basic network troubleshooting, and distribute software packages and upgrades to staff.
• Facilitate hardware repairs with vendors and manufacturers and provide ongoing support for software distribution.
• Manage user accounts and system operations, including performing simple troubleshooting and making moves, additions, and changes to each system.
• Coordinate with other team members in the completion of assigned projects and serve as a point of contact for staff for computer IT and standards guidance.
• Escalate complex issues to Tier II support as necessary.
• Provide end-user training and support for productivity software.
• Maintain accurate records of service requests and resolutions.
• Participate in on-call rotation for after-hours support.

Requirements

• High school diploma or equivalent required; associate or bachelor's degree in a related field preferred.
• Minimum of 1-2 years of experience in a technical support role, preferably in a helpdesk or service desk environment.
• Experience with Windows operating systems, Microsoft Office Suite (Outlook, Teams, PowerPoint, OneNote), and other productivity software.
• Knowledge of basic networking concepts and troubleshooting techniques.
• Strong customer service skills and ability to communicate technical information to non-technical users.
• Ability to work independently and in a team environment.
• Strong problem-solving skills.
• DOD Computing Environment, Security+ (or equivalent DOD Directive 8570.1 IAT II)
• Secret security clearance is REQUIRED. Top Secret security clearance is preferred.

Job Type: Full-time

Pay: $45,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• IT Service Desk: 2 years (Preferred)
• MS Office: 5 years (Preferred)

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Required)

Work Location: In person

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