Help Desk Technician
About The Position
Fusion Technology is seeking a Security-cleared Professional to provide Tier 1 and Tier 2 end user support for incidents and service requests. This role involves recording and updating tickets, documenting customer interactions, supporting knowledge article maintenance, communicating planned maintenance and service outages, and escalating unresolved issues to higher tiers. The ideal candidate will use ticketing and workflow tools, remote support utilities, endpoint troubleshooting tools, collaboration platforms, and knowledge management systems. Responsibilities also include producing ticket updates, customer communications, troubleshooting notes, and service desk knowledge content.
Requirements
- Active TS/SCI Clearance with a Polygraph
- High School Diploma
- 1-5 years of relevant experience related to helpdesk and managing a service desk
Nice To Haves
- A+ or equivalent
- ITIL Foundation preferred
Responsibilities
- Provides Tier 1 and Tier 2 end user support for incidents and service requests
- Records and updates tickets
- Documents customer interactions
- Supports knowledge article maintenance
- Communicates planned maintenance and service outages
- Escalates unresolved issues to higher tiers
- Uses ticketing and workflow tools, remote support utilities, endpoint troubleshooting tools, collaboration platforms, and knowledge management systems
- Produces ticket updates, customer communications, troubleshooting notes, and service desk knowledge content
Benefits
- Best-in-class matching 401K program
- Comprehensive healthcare plan through Cigna
- Competitive employer contribution to a health savings account
- Vision and dental plans
- Life insurance
- Short- and long-term disability
- Personal leave
- Paid certifications and training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
