Helpdesk Technician Tier 1 - USPS in Fairfax, Virginia at Code Plus Inc
Job Description
About CODEplus
CODE Plus, Inc. (CODEplus) is an established technology company headquartered in Fairfax, VA, with additional offices in Huntsville, AL. For more than three decades we have delivered high-quality, cost-effective technology solutions to federal clients. We value teamwork, innovation, integrity, and technical excellence, and we focus on building collaborative partnerships that produce reliable results.
Position Overview
CODEplus is seeking a Helpdesk Technician Tier 1 to support the USPS. This is an entry-level role ideal for candidates who are eager to grow their technical skills while providing exceptional customer support. Instead of traditional desktop/PC support, this role focuses on supporting a specific business application critical to our operations.
Position Location
This position is on-site in Merrifield, VA.
Key Responsibilities
- Serve as the first point of contact for end-users requiring assistance with the designated application.
- Respond to tickets, emails, or calls in a timely manner, documenting all interactions in the ticketing system.
- Troubleshoot and resolve basic issues related to the application, escalating complex problems to Tier 2 or application specialists as needed.
- Provide clear, user-friendly guidance and training to non-technical users.
- Maintain accurate records of issues, resolutions, and knowledge base articles to improve future response times.
- Collaborate with the application support team, developers, and business stakeholders to ensure prompt issue resolution.
- Monitor ticket queues and follow established Service Level Agreements (SLAs).
- Participate in team meetings and contribute ideas for improving support processes.
Required Qualifications
- U.S. Citizenship or Green Card with last 7 years residency in the U.S. required.
- Must be able to obtain Sensitive Public Trust Clearance.
- Some technical support, helpdesk, or customer service experience preferred, but entry-level candidates are encouraged to apply.
- Basic understanding of troubleshooting techniques for software or applications.
- Strong communication and problem-solving skills with the ability to explain technical concepts to non-technical users.
- Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform is a plus.
- Ability to work effectively in a team-oriented environment and follow documented procedures.
- Eagerness to learn new applications and grow into higher-level support roles.
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