Help Desk Technician, Tier I/II

Job overview

The Help Desk Technician, Tier I/II position is onsite in Gainesville, VA, with an eight-hour shift scheduled between 6 a.m. and 9 p.m. EST. Pay is $18.03 per hour. The role supports the U.S. Department of Housing and Urban Development’s IT infrastructure. The technician resolves and tracks user issues, escalating problems beyond Tier II when needed, to help maintain reliable IT operations and service-level performance across HUD sites.

What you'll do

• Provide Tier I/II hardware and software troubleshooting
• create, manage, escalate, and resolve service tickets according to SLAs and ticketing protocols
• document issues, troubleshooting steps, and resolutions
• respond professionally to customer inquiries
• collaborate with Tier III teams
• contribute to process improvements, knowledge-base updates, and team training as required.

What we're looking for

Skills & competencies

help desk technician

tier i/ii

gainesville va

msm technology

hud support

it support

servicenow

ticket management

troubleshooting

hardware and software

8-hour shift

$18.03/hr

Work arrangement

• Weekend coverage required

Why this role

Junior-level role for 0–2 years of experience; Microsoft Word and ServiceNow user experience and troubleshooting experience are listed requirements.

About the employer

MSM Technology, LLC is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.