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Full Time Epic Help Desk Jobs in Virginia (NOW HIRING)

Chenega Corporation

Technician I, Help Desk

Chantilly, VA · On-site

$20.75 - $28/hr

This position requires the candidate to be onsite full-time. Responsibilities Duties and ... Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: * 1) ...

Chenega Corporation

Technician I, Help Desk

Chantilly, VA · On-site

$20.50 - $27.75/hr

This position requires the candidate to be onsite full-time. Responsibilities Duties and ... Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: * 1) ...

New

STI

Helpdesk Support

Chesterfield, VA · On-site

$19 - $25.75/hr

The Help Desk Analyst 4 is responsible for assisting and providing technical support for LiveScan ... The person selected for this position will work full-time onsite at Virginia State Police ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$20.25 - $27.25/hr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other ... Sophos suite of solutions This is a full-time, salaried position. Salary commensurate with ...

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Full Time Epic Help Desk information

What is the difference between Full Time Epic Help Desk vs Epic Support Analyst?

AspectFull Time Epic Help DeskEpic Support Analyst
CertificationsEpic certifications, Help Desk certificationsEpic certifications, IT support certifications
Work EnvironmentHelp desk, support center, healthcare ITHealthcare IT, support teams, hospital settings
Employer & Industry UsageHospitals, healthcare organizations, IT service providersHealthcare providers, Epic software users, IT departments
Common Search & ComparisonYesYes

The Full Time Epic Help Desk primarily focuses on providing technical support and troubleshooting for Epic software users, often in a help desk or support center environment. The Epic Support Analyst also supports Epic systems but typically involves more in-depth analysis, issue resolution, and system optimization within healthcare IT teams. Both roles require Epic certifications and are vital in healthcare settings, but the Help Desk role emphasizes frontline support, while the Support Analyst involves more technical problem-solving and system analysis.

What are the most commonly searched types of Epic Help Desk jobs in Virginia? The most popular types of Epic Help Desk jobs in Virginia are:
What cities in Virginia are hiring for Full Time Epic Help Desk jobs? Cities in Virginia with the most Full Time Epic Help Desk job openings:
Full Time Epic Help Desk jobs near you
Help Desk Specialist I (Tier I Agent - Internal)

Help Desk Specialist I (Tier I Agent - Internal)

Aretec Inc

Ashburn, VA • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 6 days ago

Job description

Help Desk Specialist I (Tier 1 Agent - Internal)
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full-time
Clearance Requirement: CBP Background Investigation (Unclassified)
About Aretec
At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data-driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success.
Position Summary
Aretec is seeking a Help Desk Specialist I (Tier 1 Agent - Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service. The ideal candidate is customer-focused, technically capable, and comfortable working in a fast-paced, mission-critical environment.
What You'll Do
  • Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
  • Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
  • Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
  • Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
  • CBP web-based and client-based applications
  • Email and messaging systems
  • Mobile devices
  • Hardware (printers, desktops, laptops, peripherals)
  • Network connectivity
  • Workstation login and PIV card issues
  • Remote access, VPN, and DHS Workplace connectivity
  • Perform password resets, account unlocks, and initial request intake in compliance with security policies.
  • Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
  • Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
  • Monitor ticket status and proactively communicate updates and resolution progress to customers.
  • Identify and escalate potential major incidents affecting multiple users.
  • Participate in major incident bridge calls and communicate customer impact as required.
  • Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
  • Verify ACE Portal accessibility following scheduled maintenance or outage events.

Required Qualifications
  • High school diploma or equivalent.
  • Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
  • Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
  • Strong customer service skills with clear and professional verbal and written communication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications
  • CompTIA A+ or similar entry-level IT certification.
  • HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.
  • Experience using the ServiceNow ITSM platform.
  • Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
  • Prior federal government or CBP help desk experience.
  • Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.

Why Join Aretec
  • Support a high-visibility, mission-critical CBP operational environment.
  • Gain experience supporting enterprise-scale federal IT systems.
  • Opportunities for growth within service desk, operations, quality, training, and program management career paths.
  • Competitive compensation and benefits, including:
  • Health, Dental, and Vision Insurance
  • 401(k) with Employer Match
  • Paid Time Off and Holidays
  • Training and Certification Support

Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status

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