Tier 1 Helpdesk Support

Columbia Technology Partners • Annapolis Junction, MD

1d • Onsite

About The Position

Columbia Technology Partners is seeking a System Administrator Level 1 to provide frontline technical support for end users in a fast-paced, mission-focused environment. This role serves as the first point of contact for IT support requests, assisting users with hardware, software, account access, and network connectivity issues while delivering exceptional customer service. The ideal candidate is a strong communicator with experience working in ticketing systems, troubleshooting common technical problems, and documenting support activities in accordance with organizational procedures.
This position supports one of the following fixed shifts:
Friday - Monday | 6:00 AM - 4:00 PM
Friday - Monday | 12:00 PM - 10:00 PM

Requirements

• High School Diploma/GED with 10 years of relevant experience, or Bachelor's degree with 5 years of relevant experience.
• Experience providing end-user technical support in a help desk, service desk, or desktop support environment.
• Hands-on experience with the ServiceNow Ticketing System and strong troubleshooting skills across hardware, software, and peripheral devices.
• DoD 8570 IAT Level I certification required, along with strong written and verbal customer service skills.
• U.S. Citizenship is required for all applicants.
• DOD 8570 IAT Level I Compliance Required
• This position requires an active Security Clearance with appropriate Polygraph.

Nice To Haves

• Experience supporting enterprise IT environments and geographically dispersed users.
• Knowledge of IT asset management, inventory tracking, and lifecycle support processes.
• Ability to manage multiple support tickets simultaneously while maintaining service level expectations.
• Experience creating technical documentation, knowledge base articles, and assisting or mentoring team members.

Responsibilities

• Respond to user inquiries submitted through phone, email, chat, and ticketing systems.
• Log, track, update, and resolve support requests using the ServiceNow ticketing platform.
• Diagnose and troubleshoot basic hardware, software, printer, peripheral, and network connectivity issues.
• Assist users with password resets, account lockouts, and access-related problems.
• Install, configure, and update software on end-user devices.
• Escalate complex technical issues to higher-tier support teams when appropriate.
• Maintain accurate documentation of troubleshooting activities, ticket updates, and resolutions.
• Create and contribute to knowledge base articles that improve self-service capabilities.
• Communicate technical information clearly to both technical and non-technical users.
• Support IT asset inventory efforts and maintain accountability of assigned equipment.
• Adhere to established IT security policies and report potential security incidents or concerns.
• Collaborate effectively with team members and provide assistance to colleagues as needed.
• Participate in a mission-essential support environment that may require holiday coverage.

Benefits

• Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
• Vision + Dental: Both free to you + paid in full by CTP.
• Retirement: 401k - 6% company contribution
• PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.
• Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
• Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
• Profit Sharing Bonus: End of year cash gets added to your bottom-line.
• Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level