Help Desk Technician I

Northern Technologies Group, Inc. • Fayetteville, NC

2d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees