HumanTouch is looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer. All potential candidates must be eligible for a Public Trust Security Clearance. Location: FDA White Oak Campus - 10903 New Hampshire Ave, Silver Spring, MD 20903 Help Desk Technicians provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk Technicians use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Technicians research questions using available information resources, including an IT Help Desk knowledge base. Help Desk Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Technicians work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. Help Desk Technicians work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.