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Tier One Jobs (NOW HIRING)

Koniag, Inc.

NOC Technician Tier 1

Washington, DC · On-site

$55K - $75K/yr

The NOC Tier 1 Technician will serve as the first line of defense in monitoring and maintaining network and system infrastructure, responding to incidents and alerts in real-time to ensure optimal ...

SecuriGence

Tier 1 Helpdesk Analyst

Arlington, VA

$23.50 - $32.25/hr

Summary Tier 1 Helpdesk Analyst Arlington, VA 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 ...

Chenega MIOS

Tier 1 Helpdesk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Req ID: 41403 Summary Tier 1 Helpdesk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where ...

SecuriGence

Tier 1 Helpdesk Analyst

Arlington, VA

$23.50 - $32.25/hr

Overview Tier 1 Helpdesk Analyst Arlington, VA 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 ...

IntelliDyne, LLC

Helpdesk Technician - Tier 1

Falls Church, VA · On-site

$21.25 - $28.75/hr

Responsibilities : • Answer calls coming into the Tier 1 Help Desk by the third ring. • Create a customer incident in Remedy, the call tracking software for every call answered. • Ability to ...

kgs

NOC Technician Tier 1

Washington, DC

The NOC Tier 1 Technician will serve as the first line of defense in monitoring and maintaining network and system infrastructure, responding to incidents and alerts in real-time to ensure optimal ...

SecuriGence

Tier 1 Helpdesk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 1 Helpdesk Analyst Arlington, VA 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 ...

NuAxis Innovations

Tier 1 Help Desk Lead

Washington, DC · On-site

The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives.The successful ...

Xcelerate-Solutions-5

Tier 1 SOC Analyst

Alexandria, VA · On-site

$78 - $105/hr

Xcelerate Solutions is seeking a Tier 1 SOC Analyst to support CyberPRIMES cybersecurity, privacy, records and information management, and related enterprise support for DHRA, including DMDC and OUSD ...

kgs

NOC Technician Tier 1

Washington, DC

The NOC Tier 1 Technician will serve as the first line of defense in monitoring and maintaining network and system infrastructure, responding to incidents and alerts in real-time to ensure optimal ...

Allied Staffing

Be Seen First

Tier 1 Customer Service

Atlanta, GA · On-site

$20/hr

The Tier 1 Customer Service representative plays a vital role in delivering prompt and accurate support for technical issues, general inquiries, and product information. Working within a team of 11 ...

Agile Defense

Tier 1 SOC Analyst

Washington, DC

$70K - $80K/yr

Tier 1 SOC Analyst Location: On-Site, Washington, DC Required Certification(s): Security + or equivalent certification is required. (Equivalent certification covers similar level of information ...

Chenega Corporation

Tier 1 Helpdesk Analyst

Arlington, VA

$23.50 - $32.25/hr

Summary Tier 1 Helpdesk Analyst Arlington, VA 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 ...

IntelliDyne, LLC

Helpdesk Technician - Tier 1

Falls Church, VA · On-site

$21.25 - $28.75/hr

Responsibilities : • Answer calls coming into the Tier 1 Help Desk by the third ring. • Create a customer incident in Remedy, the call tracking software for every call answered. • Ability to ...

POSRG

General Warehouse Tier 1

Wauconda, IL

$15 - $20/hr

General Warehouse Tier 1 Overview: We are looking for an energetic, responsible, and career-oriented person to join our team full-time in a very important role. This job requires someone who's not ...

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Tier One information

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$5

$22

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How much do tier one jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for tier one in the United States is $22.32, according to ZipRecruiter salary data. Most workers in this role earn between $19.47 and $24.76 per hour, depending on experience, location, and employer.

What is a tier one?

Tier One jobs typically refer to entry-level positions within a company's customer support or technical support teams. These roles are responsible for handling the initial contact with customers, addressing basic questions, troubleshooting straightforward issues, and escalating more complex problems to higher support tiers. Tier One employees are often the first point of contact and play a crucial role in ensuring customer satisfaction. They usually follow scripts or guidelines and are trained to resolve common issues efficiently.

What does a tier one technical support specialist do?

A Tier One technical support specialist is usually the first point of contact for customers experiencing technical issues. Their daily responsibilities include answering phone calls, responding to emails or chat queries, troubleshooting basic problems, and logging incidents in a ticketing system. They often resolve straightforward issues themselves and escalate more complex cases to higher-tier support teams. Effective communication and clear documentation are essential, as Tier One specialists work closely with both customers and internal technical teams to ensure timely solutions.

What are the key skills and qualifications needed to thrive as a tier one technical support specialist?

To thrive as a Tier One Technical Support Specialist, you need a solid understanding of basic IT concepts, troubleshooting skills, and typically a high school diploma or equivalent, with some employers preferring IT certifications like CompTIA A+. Familiarity with help desk ticketing systems, remote desktop tools, and knowledge bases is essential for daily operations. Strong communication, patience, and problem-solving abilities help you effectively assist users and resolve issues efficiently. These skills ensure prompt and accurate support, leading to higher customer satisfaction and smooth IT operations.

What is the difference between Tier One vs Data Analyst?

AspectTier OneData Analyst
Required CredentialsHigh school diploma or equivalent, specialized trainingBachelor's degree in data science, statistics, or related field
Work EnvironmentManufacturing, logistics, or security settingsOffice, corporate, or consulting environments
Employer & Industry UsageGovernment agencies, security firms, manufacturing companiesBusinesses across finance, marketing, healthcare, and tech

While both roles involve operational tasks, Tier One positions typically focus on entry-level operational or security duties, whereas Data Analysts analyze data to inform business decisions. The key difference lies in the skill set and industry focus, with Data Analysts requiring more specialized education and working primarily in office settings.

More about Tier One jobs

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What states have the most Tier One jobs?

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What job categories do people searching Tier One jobs look for?

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Tier One jobs near you
Infographic showing various Tier One job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 22% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $46,417 per year, or $22.3 per hour.

Tier 1 Help Desk Lead

NuAxis Innovations LLC

Washington, DC • On-site

Full-time

Posted 11 days ago

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Tier 1 Help Desk Lead for a full-timeposition.
Job Summary:
We are seeking a highly motivated and experienced Tier 1 Help Desk Lead to oversee the daily operations of the WMATA Tier 1 Service Desk. This leadership role is responsible for managing a team of Help Desk Technicians supporting a high-volume environment handling approximately 7,000 calls per month. The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives. The successful candidate will focus on workforce management, employee development, quality assurance, first-call resolution, and operational efficiency while serving as the primary escalation point for Tier 1 support issues. This individual will work closely with Service Delivery leadership and Tier 2 support teams to ensure a seamless customer experience and continuous service improvement.
Essential Functions
Service Desk Operations
  • Lead and manage the daily operations of the Tier 1 Help Desk supporting WMATA users.
  • Oversee a monthly call volume of approximately 7,000 inbound support calls while maintaining service level targets.
  • Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day.
  • Develop and manage technician schedules to ensure adequate coverage across all business hours and support channels.
  • Ensure customer contacts are handled professionally, efficiently, and in accordance with established service desk procedures.
  • Drive high levels of First Call Resolution (FCR) through coaching, knowledge management, and process improvement.
  • Monitor ticket creation, categorization, documentation quality, and escalation practices.
  • Review escalated incidents to ensure Tier 1 troubleshooting procedures and scripts were properly followed before transfer to Tier 2.
  • Coordinate response during service disruptions and major incidents affecting end users.

Workforce Management & Quality Assurance
  • Create and maintain staffing schedules that align with forecasted call volumes and business requirements.
  • Monitor adherence to schedules, attendance, and productivity metrics.
  • Conduct regular call monitoring sessions to evaluate customer service quality, technical troubleshooting, and script compliance.
  • Ensure technicians consistently follow approved troubleshooting procedures, call scripts, and knowledge articles.
  • Implement performance improvement plans and coaching programs as necessary.
  • Establish and track key performance indicators (KPIs), including:
    • Average Speed of Answer (ASA)
    • Call Abandonment Rate
    • First Call Resolution (FCR)
    • Customer Satisfaction (CSAT)
    • Ticket Quality Scores
    • Agent Utilization
    • SLA Compliance
  • Identify trends impacting service quality and recommend corrective actions.

Leadership & Team Development
  • Lead, coach, mentor, and develop Tier 1 Help Desk technicians.
  • Conduct regular one-on-one meetings, team huddles, and performance reviews.
  • Foster a customer-focused culture emphasizing accountability, responsiveness, and continuous improvement.
  • Support hiring, onboarding, training, and retention efforts.
  • Develop training plans to improve technical troubleshooting skills and customer service effectiveness.
  • Serve as the primary escalation resource for Tier 1 staff.
  • Recognize high performance and create development opportunities for team members.

Process Improvement & Reporting
  • Analyze service desk metrics, call trends, and recurring issues to identify opportunities for improvement.
  • Collaborate with Tier 2, Infrastructure, Network, Applications, Endpoint Services, and other IT groups to improve end-user support processes.
  • Maintain and improve knowledge base articles, troubleshooting guides, and standard operating procedures.
  • Prepare weekly and monthly operational reports for leadership, including:
    • Call Volume Trends
    • Service Level Performance
    • First Call Resolution Metrics
    • Escalation Analysis
    • Customer Satisfaction Scores
    • Staffing and Scheduling Metrics
  • Recommend process enhancements that improve customer experience, reduce call volume, and increase operational efficiency.

Required Qualifications
  • 3-5 years of experience leading, supervising, or managing a Help Desk, Service Desk, or Contact Center team.
  • Experience managing high-volume customer support operations.
  • Demonstrated success leading teams focused on customer service, productivity, and performance metrics.
  • Strong understanding of ITIL principles and service management best practices.
  • Experience monitoring and improving call center KPIs, including service levels and first-call resolution.
  • Proficiency with:
    • Microsoft Windows 10/11
    • Microsoft 365
    • Active Directory
    • Azure AD / Entra ID
    • Microsoft Intune
  • Experience using enterprise ITSM solutions such as:
    • ServiceNow
    • BMC Remedy
  • Strong analytical, organizational, and problem-solving skills.
  • Excellent verbal and written communication skills.

Certifications (Required or Obtainable During Employment)
  • ITIL v4 Foundation Certification
  • Microsoft Office Specialist (MOS)
  • HDI Support Center Team Lead, HDI Customer Service Representative, or equivalent Service Desk certification

Preferred Qualifications
  • Bachelor's degree in Information Technology, Information Systems, Business Management, or a related field (or equivalent experience).
  • Experience supporting public-sector, transportation, or large enterprise organizations.
  • Experience using ServiceNow reporting and performance dashboards.
  • Workforce Management (WFM) or Contact Center leadership experience.
  • Advanced ITIL certifications or HDI leadership certifications.

Professional Attributes
  • Strong customer-first mindset focused on delivering exceptional support experiences.
  • Results-oriented leader who uses metrics and data to drive performance improvements.
  • Ability to manage competing priorities in a fast-paced, high-volume environment.
  • Effective coach and mentor committed to employee growth and development.
  • Strong communicator capable of building relationships across technical and business teams.
  • Collaborative leader who promotes accountability, transparency, and continuous improvement.

Success Measures for This Role
The Tier 1 Help Desk Lead will be evaluated on:
  • Service Level Achievement
  • Call Wait Time Reduction
  • First Call Resolution Rate
  • Customer Satisfaction Scores
  • Schedule Adherence
  • Quality Assurance Scores
  • Technician Productivity
  • Ticket Documentation Quality
  • Employee Retention and Development
  • Escalation Reduction and Operational Efficiency

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
#NAI #DICE

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