Tier 1 Helpdesk Support Specialist jobs in United States
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Zolon Tech Inc. ยท 1 day ago

Tier 1 Helpdesk Support Specialist

positionRockville, MD
timeFull-time
remoteHybrid
seniorityNew Grad, Entry Level

Zolon Tech Inc. is seeking a Tier 1 Helpdesk Support Specialist to provide comprehensive technical assistance to the Office of the Assistant Secretary for Health. This role involves delivering multichannel support for a wide range of systems and applications, ensuring timely resolution of issues related to various technologies.

Computer Software
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Growth OpportunitiesbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Monitor and respond to tickets submitted through the official ticketing system
Log all service requests received via email, fax, telephone, or other approved channels
Document troubleshooting steps, actions taken, and communications with customers
Track issues from initiation through closure, ensuring timely and accurate resolution
Provide follow-up to confirm customer satisfaction and issue resolution
Prioritize incoming requests and escalate issues requiring Tier 2 or specialized support
Serve as the primary point of contact for system access and account related issues
Research, analyze, and validate reported issues, including data verification and system behavior analysis
Recreate issues in test or staging environments when needed to support troubleshooting
Review system documentation, HHS policies, processing instructions, and time and attendance rules to inform resolution
Provide guidance to users on system rules, regulations, and proper usage
Communicate workarounds and expected timelines when fixes require development or configuration changes
Coordinate with technical teams, developers, and system owners to resolve complex issues
Support user acceptance testing (UAT) for new releases, enhancements, and functionality updates
Identify recurring issues and recommend process or system improvements
Determine when escalation to second level technical or functional support is required

Qualification

Tier 1 support experienceEmail systems knowledgeTicketing systems familiarityITIL Foundation certificationHHS systems supportCustomer service skillsCommunicationFast paced environment

Required

Experience providing Tier 1 or service desk support in a federal or enterprise environment
Strong knowledge of email systems, directories, operating systems, and common desktop applications
Familiarity with ticketing systems and IT service management (ITSM) processes
Ability to analyze issues, validate data, and document findings clearly
Excellent communication and customer service skills
Ability to work in a fast paced environment with diverse user groups
Ability to obtain and maintain required clearance

Preferred

Experience supporting HHS systems, time and attendance platforms, or payroll related applications
Knowledge of Commissioned Corps systems and workflows
Understanding of federal HR processes and policies
ITIL Foundation certification or similar credential
Experience participating in user testing or system release cycles

Company

Zolon Tech Inc.

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Zolon Tech, Inc.
dateFounded in 1998
location
Hyderabad, Telangana, IND
people-size501-1000 employees
web-link
http://www.zolontech.com

Funding

Current Stage
Late Stage

Leadership Team

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Goutham Amarneni
President
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Company data provided by crunchbase