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 to users in a mission-focused IT environment. The position troubleshoots common hardware, software, account, and connectivity issues and delivers responsive, professional customer service. The specialist documents and resolves requests through a ticketing system and supports users through phone, email, chat, and tickets. The work 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 an appropriate polygraph, and successful completion of a security background investigation and polygraph. Applicants are subject to random drug testing. DOD 8570 IAT Level 1 compliance is required, with A+ CE and Network+ CE or Security+ CE. The role requires a bachelor’s degree in a technically relevant field and at least five years of relevant experience; candidates without a bachelor’s degree must have at least ten years of relevant experience. CTP describes its environment as mission-focused and emphasizes teamwork, professional growth, and customer support.

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; employment is contingent on successful completion of a security background investigation and polygraph.
DOD 8570 IAT Level 1 compliance: A+ CE and Network+ CE, or Security+ CE.
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 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 accurate details, troubleshooting steps, status updates, and resolutions.
Diagnose and resolve common hardware, software, network connectivity, account access, password, and peripheral issues.
Install, configure, and update software on user devices and provide 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.
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.

Benefits

Three medical plans with in-network and out-of-network options.
Vision and dental coverage paid in full by CTP.
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 and short-term and long-term disability coverage at no cost to the employee.
End-of-year profit-sharing bonus.
Tiered referral bonus program with bonuses ranging from $7,000 to $20,000 when a referral joins the team.

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