Sign upLog in
See more jobs

Helpdesk Technician - Tier I

Celestial Innovations Group

  • Washington, District of Columbia
  • 30+ days ago

    Highlights

    Work-Life Balance : We prioritize the well-being of our team members, ensuring a healthy work-life balance through flexible working conditions, continuous learning opportunities, and a supportive work environment. Key Responsibilities Serve as the initial point of contact for OIS requests for service, overseeing emails, calls, chat, walk-ups, and in-person interactions at the OIS Help Desk.

    Numbers & Facts

    LocationWashington, District of Columbia
    Websitehttps://www.celestialig.com/

    Description

    Benefits:
    • 401(k)
    • Dental insurance
    • Health insurance
    • Paid time off
    • Training & development
    • Vision insurance
    Location: Washington, DC
    Clearance: Public Trust
    Employment Type: Full-Time

    Company Description
    Celestial Innovations Group (CIG) is a fast-moving, mission driven technology firm working at the intersection of innovation, national security, and digital transformation. We support forward-thinking government agencies with cutting edge capabilities in cybersecurity, cloud, AI/ML, and IT modernization. At CIG, we don’t just check boxes. We solve real-world problems that matter.

    We’re building a culture where smart, curious, and driven people thrive. This is a place where your voice matters, your work has impact, and your growth is part of the mission. If you're looking for a team that values trust, clarity, and the power of innovation, this is where you want to be.

    Overview
    The Tier I Help Desk Support Technician provides front-line technical support to government end users. This role focuses on timely issue resolution, exceptional customer service, and accurate ticket documentation.

    Key Responsibilities
    • Serve as the initial point of contact for OIS requests for service, overseeing emails, calls, chat, walk-ups, and in-person interactions at the OIS Help Desk.
    • Provide Tier I support for requests received through email, phone, the ServiceNow ticketing system, or direct interaction with USCP customers.
    • Document all requests for service using the ServiceNow Help Desk ticketing system, ensuring accuracy and completeness.
    • Communicate information in an effective and clear manner so customer issues are successfully understood and resolved.
    • Troubleshoot and resolve basic desktop, laptop, tablet, mobile device, printer, and standard application issues, triaging as necessary to ensure timely service.
    • Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
    • Provide password resets, account unlocks, user access assistance, and support for Active Directory, DNS, DHCP, and basic network connectivity.
    • Provide OIS Operations management with regular updates on common issues and identify potential long-term improvements to reduce recurring problems.
    • Triage and escalate IT issues to Tier II, Tier III, and OIS management in accordance with established procedures.
    • Support onboarding activities including workstation setup, peripheral configuration, and customer orientation.
    • Maintain compliance with government IT policies, security protocols, and service-level requirements while working in a fast-paced operational environment.

    Required Qualifications
    • Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
    • Minimum of 1 year of experience administering and supporting Windows 10/11 in a help desk or IT support environment.
    • Experience working with and understanding customer service and customer support principles and methods.
    • Ability to present formal and informal training or assistance to customers when needed.
    • Ability to report, respond to, and resolve customer requests in an organized and timely manner.
    • Demonstrated experience supporting Microsoft Windows (10 and 11), Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
    • Experience troubleshooting basic computer hardware (desktop, laptop, tablet) and software issues, with the ability to triage effectively.
    • Ability to work in a fast-paced environment providing continuous support to users and critical operations.
    • Strong communication skills with the ability to communicate effectively both verbally and in writing with customers, peers, technical staff, and Government personnel.
    • Ability to obtain and maintain the required Public Trust or government clearance and work onsite as required.

    Flexible work from home options available.

    Compensation: $50,000.00 per year




    Similar Jobs

    See more jobs