Tier 1 Helpdesk Technician

Job Locations US-DC-Washington
Information Technology
Regular Full-Time


Aurotech is seeking a knowledgeable Tier 1 Helpdesk Technician to assist with it's Federal clients.



  • Level 1 Call Center Support Analyst is the initial point of contact for all user requests and incidents (contact may come in the form of telephone calls and emails, and consists of requests for IT services and/or service incidents or issues.)
  • Handling contact procedures
  • Ability to troubleshoot and resolve incidents at first contact
  • Incident Management; from detection and documenting to closure
  • Create ticket in ServiceNow and maintain full ownership of ticket through its lifecycle
  • Knowledge of the ITIL process
  • Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests.
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
  • Ensure tickets are properly prioritized
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
  • Enter all troubleshooting performed and, if applicable, the resolution
  • Escalate tickets to the appropriate support group for resolution, if outside of Tier I’s responsibility




  • Customer service experience required
  • Active listening skills
  • Critical thinker; must be analytical and have strong problem-solving abilities
  • Must have a strong technical knowledge of PC and Desktop hardware
  • Working knowledge of current operating systems and standards
  • Clearance: FTC Public Trust
  • Education:Bachelors in Engineering, Computer Science or other related field. 1.5 yrs. experience = 1 yr. of College (non-degreed = 6 yrs. of experience)
  • Years of Experience:Bachelor's with 0 - 2 years of experience


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