What are the responsibilities and job description for the Help Desk Technician I position at NTG?
Description
Position Summary
The Help Desk Technician Tier 1 provides initial technical assistance and customer support for users of C2ISR and enterprise IT systems. This role performs first-level troubleshooting, documents incidents, resolves common hardware/software and account-access issues, and escalates complex problems to higher-tier support while following established scripts, procedures, and service level expectations. The position supports mission operations in a 24/7/365 environment.
Essential Duties And Responsibilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Travel - Up to 10%
Shift
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable
Position Summary
The Help Desk Technician Tier 1 provides initial technical assistance and customer support for users of C2ISR and enterprise IT systems. This role performs first-level troubleshooting, documents incidents, resolves common hardware/software and account-access issues, and escalates complex problems to higher-tier support while following established scripts, procedures, and service level expectations. The position supports mission operations in a 24/7/365 environment.
Essential Duties And Responsibilities
- Performs initial diagnostic steps to identify the nature of reported issues, following established scripts and procedures.
- Provides basic technical assistance and support for common hardware, software, and connectivity issues.
- Assists users with account lockouts, password resets, and access requests in accordance with policy.
- Logs, categorizes, prioritizes, and documents incidents and requests with clear, accurate details.
- Escalates complex or unresolved issues to Tier 2/3 support, providing complete troubleshooting history and relevant artifacts.
- Contributes to the knowledge base by documenting frequently asked questions, resolutions, and troubleshooting steps.
- Adheres to help desk policies, security requirements, and operational procedures while supporting a 24/7/365 mission environment.
- Ability to provide Tier 1 service desk support, including basic troubleshooting for endpoints, applications, and network connectivity.
- Strong customer service skills with the ability to communicate technical information clearly to non-technical users.
- Experience documenting incidents and resolutions in a ticketing system and following standard operating procedures.
- Ability to work rotating shifts in a 24/7/365 operational environment.
- Active TS/SCI clearance (or ability to obtain/maintain, per contract requirements).
- Meets DoD 8140/8570 baseline certification requirements for the assigned role within required timeframe (e.g., IAT/CE and OS as applicable) and maintains required continuing education.
- Prior experience supporting C2ISR systems or DoD mission environments.
- Familiarity with ServiceNow, Remedy, or comparable service desk platforms.
- Experience with remote support tools (e.g., Microsoft Remote Desktop, TeamViewer) and collaboration platforms (Microsoft Teams, Zoom, Outlook).
- Basic understanding of Windows operating systems, common productivity applications, and endpoint troubleshooting utilities.
- Experience maintaining technical documentation and knowledge base articles.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Travel - Up to 10%
Shift
- Hours and shift determined by location.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable