Helpdesk Technician Tier 1 - USPS

Code Plus Inc • Fairfax, VA, US, VA

1d • Onsite

About The Position

CODEplus is seeking an entry-level Helpdesk Technician Tier 1 to support the USPS. The role focuses on assisting users with a designated business application rather than traditional desktop or PC support. The technician will provide customer support, troubleshoot basic application issues, document interactions, and escalate complex problems as needed. The position is on-site in Merrifield, Virginia.

Requirements

• U.S. citizenship or Green Card with the last seven years of residency in the U.S.
• Ability to obtain Sensitive Public Trust Clearance.
• Basic understanding of software or application troubleshooting techniques.
• Strong communication and problem-solving skills, including the ability to explain technical concepts to non-technical users.
• 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.

Nice To Haves

• Some technical support, helpdesk, or customer service experience.
• Experience with or exposure to ServiceNow or another IT Service Management (ITSM) platform.

Responsibilities

• Serve as the first point of contact for end-users needing assistance with the designated application.
• Respond to tickets, emails, or calls in a timely manner and document interactions in the ticketing system.
• Troubleshoot and resolve basic application issues, 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 and resolutions, and update knowledge base articles to improve future response times.
• Collaborate with the application support team, developers, and business stakeholders to resolve issues promptly.
• Monitor ticket queues and follow established Service Level Agreements (SLAs).
• Participate in team meetings and contribute ideas to improve support processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed