Help Desk Tier I Support Specialist

Koniag Government Services

. Provide Help Desk Tier 1 and Data Center support for HUD's IT Modernization effort .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Help Desk Tier 1 support and technical assistance, with a strong focus on problem-solving, customer interaction documentation, and knowledge base management. Proficient in managing technical infrastructure and providing support for hardware and software issues.

Highest-signal resume keywords

Help Desk Tier 1 SupportMS Office ProficiencyTechnical Infrastructure KnowledgeTicketing System DocumentationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHardware TroubleshootingSoftware TroubleshootingNetwork MonitoringMainframe BackupsLANsWANsVirtual Private NetworkingCloud ServicesKnowledge Base Management

Soft Skills

Customer ServiceCalm Under PressureEffective CommunicationTeam CollaborationProblem Resolution

Tools & Technologies

Ticketing SystemServer Monitoring SoftwareNetwork Monitoring Software

Industry Keywords

IT ModernizationTechnical AssistanceIncident ManagementRoot Cause AnalysisCustomer Interaction

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide Help Desk Tier 1 and Data Center support for HUD's IT Modernization effort
Provide technical assistance to computer users in person, by telephone, or electronically
Answer inquiries regarding requests, incidents, or problems
Resolve computer problems involving hardware, software, printing, installation, word processing, electronic mail, and operating systems
Document all aspects of customer interactions in the ticketing system
Follow up with customers to ensure problems are resolved
Update the knowledge base with process changes and recommended solutions
Escalate complex and security-related issues appropriately
Facilitate multi-team engagements focused on troubleshooting and root cause analysis
Perform mainframe backups when assigned
Use server and network monitoring software and involve appropriate personnel when errors occur
Check the condition of servers, mainframes, cloud services, and other systems

Requirements

What you’ll need

Prior Help Desk TIER1 experience preferred
Extensive knowledge of MS Office beyond basic personal use required
Familiarity with technical infrastructure including LANs, WANs, and servers
High school degree required
Experience with virtual private networking and/or home networking a plus
Ability to provide technical support for computer-related issues
Ability to document customer interactions appropriately in a ticketing system
Ability to diagnose, problem-solve, and resolve customer issues
Understanding of technical infrastructure and ability to recognize limitations and escalate complex problems
Ability to conduct meaningful Knowledge Base searches
Ability to remain calm and focused when dealing with difficult customers

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) retirement plan
Paid time off
Paid parental leave
Life and disability insurance
Flexible spending accounts
Commuter benefits
Tuition reimbursement