Help Desk Support (Tier 1)

Bizzell US is seeking three (3) customer-focused Tier 1 Help Desk Support Specialists to provide first-line technical support for approximately 800 users across the Federal Occupational Health (FOH) enterprise. This role is responsible for resolving user issues related to FOH’s customized systems, applications, hardware, email, and other IT services, and for ensuring high responsiveness and service delivery via the designated ticketing system.

Key Responsibilities

End-User Support

Provide real-time phone, email, and remote support for Tier 1 incidents related to:

Login credentials and user access issues

Email problems

Application errors or slowness

Printer and hardware setup and troubleshooting

General workstation issues

Serve as the first point of contact and ensure courteous and professional interactions with all users.

Ticket Queue Management

Monitor, categorize, and prioritize tickets in the government-provided ticketing system.

Ensure initial responses are provided within 2 hours during normal business hours (7 AM – 6 PM EST).

Track and update tickets through resolution or escalate to Tier 2/engineering staff per protocol.

Call Volume Handling

Manage incoming calls and support requests, maintaining <3-minute average queue wait time.

Support ~100–165 weekly tickets with rotating shift coverage.

Escalation & Collaboration

Identify incidents that require escalation and route them appropriately to application support analysts or systems engineers.

Work collaboratively with OCIO staff, field technicians, and internal IT teams to ensure timely issue resolution.

User Education & Documentation

Provide guidance to users on best practices and system use.

Document resolutions and contribute to a knowledge base of common issues and solutions.

Assist with system rollout communications and basic training when required.

Requirements

Required Qualifications

High School diploma or equivalent; Associate’s or Bachelor's degree in IT or related field preferred.

2+ years of experience in an IT help desk or technical support role.

Familiarity with troubleshooting Windows OS, Microsoft Office, email clients, and basic networking.

Excellent customer service, communication, and multitasking skills.

Experience using IT ticketing systems (ServiceNow preferred).

Preferred Qualifications

Experience supporting federal government or healthcare IT environments.

CompTIA A+, HDI, or other help desk certifications.

Knowledge of GOTS systems or HHS-specific applications.

Work Environment

Rotating shifts covering 7 AM – 6 PM EST Monday–Friday.

Hybrid work schedule, with on-site presence at Rockville, MD location required for certain shifts.

May require occasional extended hours during incidents or rollouts.