Tier 1 IT Service Desk Support Specialist

iWorks Corporation • Remote, OR

3d • Remote

About The Position

iWorks Corporation is seeking a Tier 1 IT Service Desk Support Specialist to provide first-level technical support for end users. This role serves as the primary point of contact for technical assistance and focuses on responding to user issues, documenting incidents, troubleshooting common problems, and escalating issues when needed. This position is contingent upon contract award.

Requirements

• Must possess an active Public Trust (or higher) at the time of application.
• Experience providing customer support or technical support in a help desk or service desk environment
• Ability to troubleshoot basic technical issues and follow established procedures
• Experience using ticketing or IT Service Management (ITSM) systems
• Strong communication and customer service skills
• Ability to document issues and maintain accurate records
• Ability to prioritize and manage multiple support requests

Nice To Haves

• Experience supporting end users in an IT support environment
• Familiarity with incident tracking and escalation processes
• Experience working with knowledge base articles or standard operating procedures
• Experience supporting user accounts, password resets, or software installations

Responsibilities

• Respond to user requests through phone, email, chat, or ticketing systems
• Log, categorize, prioritize, and track incidents and service requests in the ITSM system
• Troubleshoot common technical issues such as login problems, application errors, connectivity issues, and printer problems
• Provide basic troubleshooting guidance and support to end users
• Process user requests including password resets, access changes, software installations, and configuration support
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with proper documentation
• Maintain communication with users regarding ticket status and resolution
• Document incidents, troubleshooting steps, and resolutions within the ITSM tool
• Coordinate with Tier 0, Tier 2, and Tier 3 support teams to support service delivery
• Participate in training, feedback sessions, and process improvement activities
• Track recurring issues and support metrics for reporting purposes

Benefits

• Medical
• Dental
• Vision
• Life and Disability
• 401(k)
• Health and Wellness Benefits
• Paid Sick Time
• Vacation Time
• Holiday Time
• Bonuses throughout the year
• Annual raise, commensurate with performance and company commitment

What This Job Offers

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