Tier 1 Helpdesk Specialist

Job overview

The Tier 1 Helpdesk Specialist role is onsite in Albuquerque, NM. Compensation is not specified. The specialist supports DTRA’s Information Management & Technology Directorate through the I3TS program, which provides enterprise IT support for mission partners. The role serves as an initial contact for IT incidents and requests, providing phone, online, and deskside troubleshooting for classified and unclassified systems. It contributes to reliable service delivery by documenting tickets, resolving issues, following escalation processes, and meeting service-level commitments.

What you'll do

• Provide customer service and IT troubleshooting to DTRA personnel
• document service degradation and outage information
• analyze and resolve tickets according to help desk allocation processes
• follow ITSM and ITIL processes and service-level commitments
• open, close, and document tickets in Remedy and/or ServiceNow
• create or coordinate knowledge base articles
• troubleshoot complex issues and identify root causes
• assist new employees with equipment setup, network connectivity, and account access.

What we're looking for

Skills & competencies

tier 1 helpdesk specialist

it service desk

technical support

ticketing systems

itsm

itil

dtra support

albuquerque nm

platinum technologies

active clearance required

iat level ii

Work arrangement

• Weekend coverage required

Why this role

Onsite federal-sector support role requiring an active TS/SCI clearance as stated in the location requirement; the qualifications also list an active DoD Secret clearance and IAT Level II.

About the employer

Platinum Technologies is hiring for this role. Industry: Research and Development in the Physical, Engineering, and Life Sciences (except Nanotechnology and Biotechnology). Sector: 54.