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Help Desk Associate Tier 1 Jobs (NOW HIRING)

Chenega MIOS

Help Desk Specialist I Tier 1

Ashburn, VA · On-site

Req ID: 41798 Summary Help Desk Specialist I Tier 1 Ashburn, VA (Remote) Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a ...

Judge Group, Inc.

Tier 1 Help Desk Technician

Haslet, TX · On-site

$20 - $24/hr

Skills & Competencies High school diploma required; associate or bachelor's degree in IT is a plus ... Onsite panel interview with the IT Service Desk Manager and Help Desk Lead Offer Equal Opportunity ...

CNWR

Help Desk Technician (Tier 1)

Toledo, OH · On-site

$20 - $23/hr

Are you the one friends and family call when their tech breaks? Perfect! You might be a Help Desk Technician. If you are looking to work for a fast-growing company with an enticing culture, CNWR may ...

CNWR, Inc.

Help Desk Technician (Tier 1)

Toledo, OH · On-site

$20 - $23/hr

Are you the one friends and family call when their tech breaks? Perfect! You might be a Help Desk Technician. If you are looking to work for a fast-growing company with an enticing culture, CNWR may ...

Family Express Corporation

Help Desk Associate

Valparaiso, IN · On-site

$15.75 - $21.25/hr

The Help Desk Associate is the first level of response and support for our stores and end-users. The position is responsible for answering, collaborating commenting, troubleshooting, and providing ...

Family Express Corporation

Help Desk Associate

Valparaiso, IN · On-site

$15.75 - $21.25/hr

The Help Desk Associate is the first level of response and support for our stores and end-users. The position is responsible for answering, collaborating commenting, troubleshooting, and providing ...

CNWR

Help Desk Technician (Tier 1)

Toledo, OH · On-site

$20 - $23/hr

Are you the one friends and family call when their tech breaks? Perfect! You might be a Help Desk Technician. If you are looking to work for a fast-growing company with an enticing culture, CNWR may ...

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Help Desk Associate Tier 1 information

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How much do help desk associate tier 1 jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for help desk associate tier 1 in the United States is $21.47, according to ZipRecruiter salary data. Most workers in this role earn between $17.79 and $24.04 per hour, depending on experience, location, and employer.

What is a help desk associate tier 1?

Help Desk Associate Tier 1 positions are entry-level roles responsible for providing technical support to users experiencing issues with computer systems, software, or hardware. They typically handle initial inquiries, troubleshoot basic problems, and escalate more complex issues to higher-level support staff when necessary. Tier 1 associates communicate with users via phone, email, or chat and ensure that issues are documented and resolved promptly. This role often serves as the first point of contact in an IT support team.

What are the key skills and qualifications needed to thrive as a help desk associate tier 1?

To thrive as a Help Desk Associate Tier 1, you generally need a basic understanding of computer systems, troubleshooting skills, and at least a high school diploma or equivalent. Familiarity with ticketing systems like ServiceNow or Zendesk and knowledge of operating systems such as Windows and macOS are typically required. Strong communication, patience, and problem-solving skills help deliver excellent customer service and build rapport with users. These skills ensure efficient issue resolution, high customer satisfaction, and smooth IT operations.

What are some common challenges faced by help desk associate tier 1 professionals, and how can they be effectively managed?

Help Desk Associate Tier 1 professionals often encounter challenges such as handling a high volume of support requests, troubleshooting unfamiliar technical issues, and managing stressed or frustrated users. To manage these challenges effectively, it's important to develop strong communication and time management skills, follow established troubleshooting protocols, and make use of knowledge bases or escalation procedures when needed. Collaborating closely with team members and seeking feedback can also help in resolving issues efficiently and improving customer satisfaction.

What is the difference between Help Desk Associate Tier 1 vs Help Desk Technician?

AspectHelp Desk Associate Tier 1Help Desk Technician
CertificationsCompTIA A+ often preferredCompTIA A+ or similar certifications common
Work EnvironmentEntry-level support, front-line help deskTechnical troubleshooting, more in-depth support
ResponsibilitiesBasic user support, password resets, ticket loggingDiagnosing hardware/software issues, advanced troubleshooting

Help Desk Associate Tier 1 roles typically focus on initial user support and basic troubleshooting, often requiring certifications like CompTIA A+. Help Desk Technicians handle more complex technical issues, with responsibilities extending to in-depth diagnostics. Both roles are essential in IT support, but the Technician position generally involves more technical expertise and problem-solving skills.

What cities are hiring for Help Desk Associate Tier 1 jobs?

Cities with the most Help Desk Associate Tier 1 job openings:

What states have the most Help Desk Associate Tier 1 jobs?

States with the most job openings for Help Desk Associate Tier 1 jobs include:

What are popular job titles related to Help Desk Associate Tier 1 jobs?

For Help Desk Associate Tier 1 jobs, the most frequently searched job titles are:

Infographic showing various Help Desk Associate Tier 1 job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 25% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $44,648 per year, or $21.5 per hour.

Help Desk Specialist I - Tier 1

Ashburn, VA • On-site, Remote

Chronos Operations, LLC
IT Services • 5 - 10K employees
Learn more about Chronos Operations, LLCexternal

Full-time

Re-posted 10 days ago

Job description

Overview

Help Desk Specialist I - Tier 1

Ashburn, VA (Remote)

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier 1) 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 firstlevel technical support and customer service.

Responsibilities
  • Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.
  • Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails.
  • Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.
  • Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity.
  • Perform password resets, account unlocks, and initial request intake adhering to security policies.
  • Provide first-level resolution using established troubleshooting methods and knowledge articles.
  • Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
  • Monitor and communicate ticket status to internal or external customers.
  • Identify and escalate potential major incidents affecting multiple end users.
  • Participate in major incident bridge calls and communicate customer impact.
  • Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
  • Verify ACE portal accessibility after maintenance events.
  • Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
  • Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
  • Other duties as assigned.
Qualifications
  • High school diploma or GED equivalent.
  • 1+ year of IT Help Desk or Technical Customer Support experience.
  • Must be available to support rotating shift, 24x7x365 coverage required.
  • U.S. Citizenship required; must pass CBP Background Investigation (BI).

Preferred Qualifications:

  • Bachelor's degree in Business Administration, Information Technology or related field preferred.
  • CompTIA A+ or similar IT certification.
  • HDI Customer Service Representative or Support Center Analyst certification.
  • Experience with ServiceNow ITSM platform.
  • Experience with VPN troubleshooting (Global Protect, Zscaler).
  • Experience with ACE (Automated Commercial Environment) system.
  • Experience supporting Trade/PGA customers.
  • Prior federal government or CBP help desk experience.
  • Experience with Amazon Connect or similar ACD system.

 

Knowledge, Skills and Abilities:

  • Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
  • Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.
  • Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.
  • Ability to identify and resolve IT issues quickly, following escalation protocol.
  • Ability to work with internal teams and other agencies to resolve cross-functional IT needs
  • Ability to support rotating shift, 24x7x365 coverage required.
  • Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
  • Ability to analyze customer feedback and performance metrics to drive continuous improvement.
  • Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
  • Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
  • Strong written and verbal communication skills for technical documentation and stakeholder coordination.
  • Excellent communication, leadership, and project management skills.
  • Ability to work effectively in cross-functional teams and under senior analyst guidance.
  • Ability to meet minimum clearance requirements.
  • Ability to work nights, weekends, and holidays as required.
  • Ability to travel 10%.

How you'll grow 

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. 

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. 

Benefits 

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. 

Learn more about what working at Chenega MIOS can mean for you. 

Chenega MIOS's culture 

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. 

Corporate citizenship 

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. 

Learn more about Chenega's impact on the world. 

Chenega MIOS News- https://chenegamios.com/news/ 

Tips from your Talent Acquisition Team 

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: 

Chenega MIOS web site - www.chenegamios.com 

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm 

LinkedIn - https://www.linkedin.com/company/1472684/ 

Facebook - https://www.facebook.com/chenegamios/

#Chronos Operations, LLC

Teleworking Permitted?YesTeleworking Details**Must be within commuting distance to CBP location to handle equipment onboarding and offboarding, otherwise will be remote. Estimated Salary/WageUSD $16.00/Hr. Up to USD $17.00/Hr.Employment Type: FULL_TIME

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