Help Desk Support (Tier 1)
Youth Enrichment Services
Date: 2 weeks ago
City: Rockville, Maryland
Contract type: Full time
Description
Bizzell US is seeking three (3) customer-focused Tier 1 Help Desk Support Specialists to provide first-line technical support for approximately 800 users across the Federal Occupational Health (FOH) enterprise. This role is responsible for resolving user issues related to FOH’s customized systems, applications, hardware, email, and other IT services, and for ensuring high responsiveness and service delivery via the designated ticketing system.
Key Responsibilities
End-User Support
Manage incoming calls and support requests, maintaining <3-minute average queue wait time.Support ~100–165 weekly tickets with rotating shift coverage.
Escalation & Collaboration
Required Qualifications
Bizzell US is seeking three (3) customer-focused Tier 1 Help Desk Support Specialists to provide first-line technical support for approximately 800 users across the Federal Occupational Health (FOH) enterprise. This role is responsible for resolving user issues related to FOH’s customized systems, applications, hardware, email, and other IT services, and for ensuring high responsiveness and service delivery via the designated ticketing system.
Key Responsibilities
End-User Support
- Provide real-time phone, email, and remote support for Tier 1 incidents related to:
- Login credentials and user access issues
- Email problems
- Application errors or slowness
- Printer and hardware setup and troubleshooting
- General workstation issues
- Serve as the first point of contact and ensure courteous and professional interactions with all users.
- Monitor, categorize, and prioritize tickets in the government-provided ticketing system.
- Ensure initial responses are provided within 2 hours during normal business hours (7 AM – 6 PM EST).
- Track and update tickets through resolution or escalate to Tier 2/engineering staff per protocol.
Manage incoming calls and support requests, maintaining <3-minute average queue wait time.
- Identify incidents that require escalation and route them appropriately to application support analysts or systems engineers.
- Work collaboratively with OCIO staff, field technicians, and internal IT teams to ensure timely issue resolution.
- Provide guidance to users on best practices and system use.
- Document resolutions and contribute to a knowledge base of common issues and solutions.
- Assist with system rollout communications and basic training when required.
Required Qualifications
- High School diploma or equivalent; Associate’s or Bachelor's degree in IT or related field preferred.
- 2+ years of experience in an IT help desk or technical support role.
- Familiarity with troubleshooting Windows OS, Microsoft Office, email clients, and basic networking.
- Excellent customer service, communication, and multitasking skills.
- Experience using IT ticketing systems (ServiceNow preferred).
- Experience supporting federal government or healthcare IT environments.
- CompTIA A+, HDI, or other help desk certifications.
- Knowledge of GOTS systems or HHS-specific applications.
- Rotating shifts covering 7 AM – 6 PM EST Monday–Friday.
- Hybrid work schedule, with on-site presence at Rockville, MD location required for certain shifts.
- May require occasional extended hours during incidents or rollouts.
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