Service Desk Tier 1 Support
Overview
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.
Responsibilities
Provides Tier 1 Service Desk support for users of DLSA systems, services, and components. Serves as the first point of contact for basic user support requests and incidents. Resolves routine issues including basic user questions, password resets, and account access issues. Documents incidents, service requests, troubleshooting actions, and resolutions in the designated ticketing system. Escalates issues requiring more detailed technical analysis or engineering support to Tier 2/Tier 3 support personnel. Supports Service Desk performance in accordance with required service level agreements, including first point of contact within 24 hours or next business day and resolution within 72 hours from ticket creation. Communicates effectively with users regarding ticket status, follow-up actions, and resolution details. Supports daily user and help desk operations during the required support window of Monday through Friday, 8:00 AM to 5:00 PM Central Time.
Qualifications
Associate’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field; equivalent military training or relevant experience may be substituted. Experience: 3 - 5 Years Active Secret Clearance. Experience providing Tier 1 help desk or service desk support in an enterprise IT environment is required. Must be able to perform functions independently requiring minimal supervision and oversight. Experience resolving basic user support issues, including password resets and account access issues, is necessary. Experience with ServiceNow IT ticketing system is required.Ability to document, track, triage, and escalate help desk tickets efficiently is essential. Strong communication and customer service skills are required to support end users in a professional manner. Ability to work within defined Service Desk SLAs and operational procedures is required. Certifications: Security+ Pay Transparency Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $56,000.00/Yr. - USD $59,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement EEO Race/Sex/Disability Status/Veteran Status