Tier I IT Support Technician

Tier I Helpdesk Technician

LinTech is seeking a Tier I Helpdesk Technician to support the Department of Defense Office of Inspector General.

Position Location

Alexandria, VA

Job Description :

The Technician shall provide phone and on-site support for headquarters personnel, including remote desktop support for field offices. Responsibilities include supporting desktop hardware and software, IT services, and applications on Unclassified (NIPRNet) and Classified (SIPRNet) networks. The technician will resolve trouble calls professionally and efficiently.

Responsibilities :

• Meet established service level metrics for call response, support, and customer service.
• Log trouble calls into the OIG ticket tracking system, ensuring complete documentation.
• Resolve trouble calls via in-person support, phone, or email.
• Analyze and resolve tickets using tools like remote desktop.
• Escalate tickets to Tier II, Tier III, or other teams when necessary.
• Follow up with end-users to confirm issue resolution.
• Assign Trusted Agents for issuing tokens to HQ personnel as needed.
• Document all call resolutions and maintain notes in the ticket system; publish Knowledge Base articles when applicable.
• Create and update SOPs for help desk processes.

Qualifications :

Company Description

LinTech Global is an ISO 9001 : 2008 certified, GSA contract holder providing diverse IT services to Civilian and Defense agencies, including Software Development, Cybersecurity, and Data Management. Recognized on the "Top 50 Companies to Watch," Washington Technology's "FAST 50," and Inc. 500, LinTech combines technical expertise with agility to deliver exceptional solutions.

Benefits

Our benefits include Paid Time Off, Holidays, Life / AD&D, Disability Insurance, Health Insurance with Company Contribution, 401k with Match, Employee Recognition, Referral Bonuses, Performance Bonuses, and more.

EEO Statement

LinTech is an equal opportunity employer committed to diversity and inclusion. All employment decisions are based on qualifications and business needs. Accommodations are available for individuals with disabilities upon request. For more info, see our Equal Opportunity Poster

J-18808-Ljbffr