Tier 1 Help Desk

As a Tier 1 Help Desk Support you will resolve problems and respond to service tickets and queries.  You will support troubleshooting hardware, software, network, system application access and telecommunication systems.  You will route calls or tickets to product, application or system specialists as needed.  You will maintain and update ticketing and tracking databases.

Day to day:

• Provide Tier 1 support and incident resolution.
• Provide Tier 2 solutions with assistance.
• Escalate incidents to higher Tier II or III when all Tier I capabilities or solutions have been exhausted.
• Document incident status and solutions in ticketing system and databases.

THIS POSITION REQUIRES 5 DAYS A WEEK ONSITE WORK IN HERNDON, VA.  ONLY APPLICANTS WITHIN A 50 MILE COMMUTE DISTANCE WILL BE CONSIDERED.

Required Experience and skills:

• 1-2 years of experience in professional work setting doing troubleshooting
• Must have good communication skills and the ability to work in a high paced environment
• Must have experience working with users over the phone and detailed documenting skill.
• Highly Desired: previous experience with Windows 10 operating system.
• Highly Desired: previous experience with Remedy, or other ticketing systems.
• Highly Desired: previous experience with Active Directory and Office 2016.

Why FYI?

FYI – For Your Information, Inc. continues to be one of the fastest growing and most successful woman-owned Federal contractors in the country. For three years in a row, we have been on Inc. Magazine’s 5000 list and was recently named one of Inc’s 2023 Mid-Atlantic Fasted Growing companies.  FYI offers a collaborative and inclusive work environment.  We offer professional development and career growth opportunities to all employees. As we continue to grow so will you and your career.

What is in it for you?

• Team building and innovation in a collaborative environment.
• A competitive base salary with a loaded benefits package.
• Tuition/Education Assistance.
• Personal computer device allowance.
• Pet Insurance.

At FYI – For Your Information Inclusion and diversity are fundamental to our culture and our core value of “People First”. All people matter at FYI. We believe that our inclusive environment and the diversity of our people drives our innovation and growth and allows us to better serve our clients and communities. 

FYI – For your Information is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identify), national origin, political affiliation, sexual orientation, martial status, disability, genetic information, age, membership in an employment organization, retaliation, parental status, military service or other non-merit factor.