Tier 1 Support Specialist (Weekends)

Columbia Technology Partners•Annapolis Junction, MD

About The Position

Columbia Technology Partners is seeking a Tier 1 Support Specialist to provide front-line technical support in a mission-focused IT environment. The role troubleshoots common hardware, software, account, and connectivity issues while delivering responsive, professional customer service and documenting support requests through a ticketing system. The schedule is Friday through Monday, 6:00 AM–4:00 PM. The training schedule is Monday through Friday, 6:00 AM–2:00 PM. The position requires U.S. citizenship, an active Security Clearance with appropriate Polygraph, and DOD 8570 IAT Level 1 compliance (A+ CE and Network+ CE, or Security+ CE). Employment is contingent on successfully completing a security background investigation and polygraph. Applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Columbia Technology Partners is a Service-Disabled Veteran-Owned Small Business founded in 2007 that provides technology and management consulting to corporations and federal agencies. The company describes its work as mission-focused and emphasizes teamwork, customer support, and professional growth.

Requirements

Bachelor's degree in a technically relevant field and at least 5 years of relevant experience; candidates without a bachelor's degree must have at least 10 years of relevant experience.
Experience providing IT help desk, service desk, desktop support, or similar end-user technical support.
Working knowledge of hardware, software, basic network connectivity, user account and access issues, peripheral troubleshooting, and IT ticketing systems.
Strong customer service, troubleshooting, documentation, and communication skills, including the ability to explain technical information clearly to non-technical users.
U.S. citizenship.
Active Security Clearance with appropriate Polygraph.
DOD 8570 IAT Level 1 compliance: A+ CE and Network+ CE, or Security+ CE.
Successful completion of a security background investigation and polygraph.
Applicants and employees are subject to random drug testing in accordance with Executive Order 12564.

Nice To Haves

Previous experience supporting users in a help desk, service desk, or enterprise IT environment.
Familiarity with IT service management practices, ticket escalation procedures, and knowledge base documentation.
Experience troubleshooting Windows-based workstations, common business applications, printers, scanners, and other end-user devices.
Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and common connectivity troubleshooting.
Strong organizational skills and the ability to prioritize multiple support requests in a fast-paced environment.
Ability to work effectively independently and as part of a collaborative technical support team.

Responsibilities

Serve as a primary point of contact for technical support requests received by phone, email, chat, or ticketing system.
Log, track, troubleshoot, and resolve support requests, documenting details, troubleshooting steps, status updates, and resolutions accurately.
Diagnose and resolve common hardware, software, network connectivity, account access, password, and peripheral issues.
Install, configure, and update software on user devices and provide users with step-by-step troubleshooting guidance.
Escalate complex or unresolved issues to Tier 2 support or appropriate specialized teams.
Support printers, scanners, and other peripherals, and assist with maintaining accurate inventories of IT assets such as laptops, monitors, and accessories.
Develop and maintain documentation for recurring issues, troubleshooting procedures, and knowledge base articles.
Communicate technical information clearly and professionally to technical and non-technical users.
Collaborate with team members and provide guidance or mentoring to less experienced personnel, new hires, and trainees when needed.
Follow applicable IT and departmental policies and procedures, and promptly report potential security incidents or breaches to appropriate personnel.

Benefits

Three medical plan options with in-network and out-of-network coverage.
Vision and dental coverage paid in full by the company.
401(k) with a 6% company contribution.
Paid time off and customizable leave plans.
Jury duty, bereavement, and military leave.
Up to $10,000 for approved career-related learning, training, education, and/or tuition.
Life and AD&D insurance, short-term disability, and long-term disability at no cost to the employee.
End-of-year profit-sharing bonus.
Referral bonus program, with bonuses ranging from $7,000 to $20,000 if a referred candidate joins the team.
Competitive pay.