Helpdesk Technician in Fairfax, Virginia at Code Plus Inc

Helpdesk Technician- Tier 1

Position Title: Helpdesk Technician – Tier 1 (Application Support)
Location: Training on site in Merrifield for a minimum of 1 Month and eventually teleworking

Employment Type: Full-Time

Overview

We are seeking a motivated and detail-oriented Tier 1 Helpdesk Technician to join our support team. 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.

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.

Qualifications

• 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.

Requirements

• Must be able to obtain Sensitive Public Trust Clearance
• Must be US Citizen or green card holder
• Must have been in the county for the last 7 years