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Help Desk 1 Jobs (NOW HIRING)

Iron Bow Technologies

Help Desk Manager

Herndon, VA · On-site

Daily communication and collaboration with the Tier 1 Help Desk Team, your team * Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all ...

Syntricate Technologies

Help Desk

Manhattan, NY · On-site

$22 - $29.75/hr

Help Desk Medtown NYC Long Term Contract Work supporting our clients both as front-line helpdesk ... and Windows 7, 8.1 and 10 is required) Knowledge and experience with Office 365 Experience ...

Garmin International, Inc.

Help Desk Analyst 1

Olathe, KS · On-site

$19.75 - $27/hr

Overview We are seeking a full-time Helpdesk Analyst 1 at Garmin's U.S. headquarters in the Greater ... Answer Help Desk phones in a courteous and friendly manner * Research, resolve, and respond to ...

AMS Industries

Be Seen First

Help Desk Manager

Woodridge, IL · On-site

$80K - $100K/yr

Job Posting: Help Desk Manager Salary Range : $80,000 - $100,000 Reports to : Director of ... more than 1,000 employees. We are committed to delivering exceptional service to our clients ...

3ME Consulting, Inc.

Help Desk Specialist

Hialeah, FL · On-site

Company Description One of our clients located in Hialeah, FL is searching for a Help Desk Specialist. The Help Desk Specialist will be responsible for providing technical assistance and support ...

Silo Smashers

Help Desk Manager

Arlington, VA · Hybrid

Supervise Tier 1/2 support staff * Develop help desk procedures * Monitor metrics and implement improvements Minimum Requirements: * 8+ years of IT support experience, with 4+ in management

STI

HELP DESK AGENT

Nashville, TN

$16.50 - $21/hr

H. Job Title: OPS HELP DESK AGENT - ADM SVCS ASSISTANT **This is a onsite position - only ... Month 1: Training on new role, including shadowing and completion of new hire onboarding process.

STI

Help Desk Agent

Nashville, TN · On-site

$16.50 - $21/hr

Help Desk Agent Nashville, TN 9 Months Candidate Must Be Local Job Title: OPS HELP DESK AGENT - ADM ... Month 1: Training on new role, including shadowing and completion of new hire onboarding process.

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How much do help desk 1 jobs pay per hour?

As of Jun 1, 2026, the average hourly pay for help desk 1 in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Help Desk 1, and why are they important?

To thrive as a Help Desk 1, you need a basic understanding of computer hardware, software troubleshooting, customer service, and typically a high school diploma or some IT coursework. Familiarity with ticketing systems like ServiceNow or Zendesk, and knowledge of operating systems such as Windows and macOS, are common technical requirements. Strong communication, patience, and problem-solving skills help you effectively assist users and resolve issues quickly. These skills are essential for providing timely technical support and ensuring user satisfaction in a fast-paced IT environment.

What are some common challenges faced by Help Desk 1 professionals, and how can they be managed effectively?

Help Desk 1 professionals often encounter challenges such as managing a high volume of support requests, troubleshooting unfamiliar technical issues, and communicating effectively with users of varying technical backgrounds. To manage these challenges, it's important to prioritize tickets, follow established troubleshooting protocols, and leverage available knowledge bases. Developing strong communication skills and maintaining a calm, patient demeanor can also help build rapport with users and ensure issues are resolved efficiently.

What are Help Desk 1 jobs?

Help Desk 1 jobs are entry-level positions in IT support, where employees assist users with technical issues related to computers, software, and networks. These roles typically involve answering calls, responding to emails or tickets, and troubleshooting basic problems. Help Desk 1 professionals often escalate more complex issues to higher-level support teams. They play a crucial role in ensuring that users can efficiently use technology in the workplace.
More about Help Desk 1 jobs
What cities are hiring for Help Desk 1 jobs? Cities with the most Help Desk 1 job openings:
What states have the most Help Desk 1 jobs? States with the most job openings for Help Desk 1 jobs include:
What job categories do people searching Help Desk 1 jobs look for? The top searched job categories for Help Desk 1 jobs are:
Help Desk 1 jobs near you
Infographic showing various Help Desk 1 job openings in the United States as of May 2026, with employment types broken down into 2% Locum Tenens, 2% As Needed, 12% Full Time, 60% Part Time, and 24% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.
Help Desk Manager

Help Desk Manager

Iron Bow Technologies

Herndon, VA • On-site

Full-time

Posted 19 days ago

Job description

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.
THE HIGH LEVEL
Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the DOJ user community 7 days/week. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. There are times with the Manager will need to support an event or special project at a DOJ site in Washington, DC. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. It's important to keep in mind a hybrid schedule is based on customer approval and authorization.
ALL QUALIFIED CANDIDATES MUST HOLD A SECRET CLEARANCE
WHAT YOU'LL BE DOING
The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ's documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:
  • Understanding our client's business needs and continually strive to meet these needs
  • Daily communication and collaboration with the Tier 1 Help Desk Team, your team
  • Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
  • Give recognition and praise where appropriate - we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
  • Engaged with DOJ CIV leadership and program/contract leadership - be prepared to provide status to senior leaders, through both verbal and presentation
  • Produce daily, weekly, and monthly ACD and ITSM ticket stats and status - identify opportunities to improve how data is presented as well as have input into dashboard design and improvement
  • Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations, including a focus to pull solutions to the Help Desk that increase opportunities for resolution at Tier 1
  • Coordinate team wide scheduling to for staffing coverage across all work shifts, 7 days/week
  • Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer's experience
  • You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction

WHAT YOU BRING TO THE TABLE
  • You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
  • Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
  • You have experience leading Help Desk Teams that use a formal ACD
  • Knowledge and experience leading a team that uses a formal ITSM for incident recording and tracking
  • Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint
  • Have led a Help Desk organization that had firm contractual reporting requirements, to include daily ACD call stats, weekly stats/trends, and monthly reporting
  • You review customer survey responses to gauge overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
  • Ability to engage with 3rd party vendors as needed, such as the ACD vendor when there may be a need to assess oddities in the daily ACD reporting
  • You have Leadership experience managing and coaching Help Desk Technicians
  • Experience coordinating work schedules for a team of Help Desk Technicians supporting a Help Desk open 7 days a week
  • You have a comprehensive understanding of contract SLAs - monitor and report status against SLAs - and understand the importance of contractual SLAs
  • Strong propensity and aptitude for solving client business needs
  • You welcome and encourage team wide communication and collaboration, and welcome opportunities to engage with all areas of the overall program
  • BS in Computer Science or other relevant discipline
  • CCSP (Certified Customer Service Professional) certification or equivalent - hold certification at start or commit to obtaining within 60 days of start
  • MCP (Microsoft Certified Professional) certification - hold certification at start or commit to obtaining within 60 days of start - will consider existing certification in MD 100 or Google IT Support as a substitute
  • Knowledge and understanding of ITIL, CMMI, and ISO best practices added plus, but not required

TRAVEL REQUIREMENTS
This position requires candidates based in a location that is accessible to our DOJ Call Center located in Herndon, VA. There are no travel requirements outside the DC metro area.
WHY YOU'LL LOVE IT
  • Be a leader in providing the highest level of customer experience and excellence in a fast-paced and exciting environment and a role model for team members.
  • Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
  • Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning our customer and employee experience. This new approach elevates all and truly enables success.

#LI-PD1
OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

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