About Agile5: Agile5 Technologies, Inc., is a Woman-Owned Small Business (WOSB) and Information Technology (IT) services firm that specializes in the design, development, testing, integration, and maintenance of enterprise software systems. We believe our employees are the company's most valuable asset. We are invested in seeing our employees grow in their careers while maintaining a work/life balance. We have a full-time need for a motivated and customer-focused Tier 1 Help Desk Support Technician to join our team.
Description: The Tier 1 Help Desk Support Technician will be the first point of contact for users of a government system seeking technical assistance. The primary goal of this position will be to provide timely and effective support to ensure user satisfaction by assisting users in operating the system as functionally designed and by providing in-depth troubleshooting for user problems and system issues. The successful candidate will also assist in the development of training materials to be integrated into existing process-oriented training manuals. This position does require US Citizenship.
Tier 1 Help Desk Support Technician Job Duties:
- Respond to incoming support requests via phone, email, or ticketing system.
- Provide basic troubleshooting for system issues.
- Escalate more complex issues to Tier 2 or appropriate support teams.
- Log all interactions and resolutions in the help desk case management system.
- Assist users with password resets and account access.
- Follow standard operating procedures and documentation.
- Document reported and identified defects, conduct triage analysis on each documented issue/defect, and enter the analysis into the Government-provided ticketing system.
- Assist with the establishment and support of an active training capability and development of training materials.
- Perform other duties as assigned.
Security Clearance Requirements: None required upon applying but must be willing to undergo background check to obtain a Public Trust security clearance. Must be a U.S. citizen.
Desired Skills / Qualifications: 2 years of Helpdesk experience in a cross-functional team environment. Excellent verbal and written communication skills; experience with Government IT systems, Jira, and Confluence preferred; Ability to perform initial analysis of issues reported to the Helpdesk to assist in resolution and/or escalation to appropriate functional areas. Must be able to operate within a high paced work environment. Familiarity with Agile processes is desired but not required.
Location: Remote
EXCEPT: CA, CO, NY and NJ.
Status: Full time
Physical Requirements: Must be able to remain in a stationary position for long durations of time. Also, must be able to continuously operate a computer and other office productivity machinery.
Travel Required: No
This job description is subject to change at any time.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.