Help Desk, Tier 1

Independent SoftwareAnnapolis Junction, Maryland, United StatesOnsite

What You Will Do

As a Tier 1 Help Desk Technician at Independent Software, you’ll serve as the first point of contact for users experiencing IT-related issues. In this cleared, mission-focused role, you will work onsite in Annapolis Junction, MD, delivering technical support for hardware, software, and network troubleshooting. You’ll also provide remote assistance using mirroring tools and escalate complex issues when needed.This position is ideal for individuals who thrive in a fast-paced, customer-service-driven environment and are looking to build their technical skill set within the intelligence community.

Key Responsibilities:

Deliver technical support and issue resolution for desktops, networks, and cloud infrastructure
Use basic diagnostic tools to identify and resolve IT problems
Provide remote support using mirroring/remote access software
Log tickets, track issues, and follow through to resolution
Communicate clearly and courteously with users and team members
Escalate complex problems to higher-tier support as appropriate

Required Skills and Qualifications:

Deliver technical support and issue resolution for desktops, networks, and cloud infrastructure
Use basic diagnostic tools to identify and resolve IT problems
Provide remote support using mirroring/remote access software
Log tickets, track issues, and follow through to resolution
Communicate clearly and courteously with users and team members
Escalate complex problems to higher-tier support as appropriate
Availability to work training and operational hours: M–F (6 AM–2 PM) and Sat–Sun (6 AM–8 PM), plus Monday (6 AM–2 PM)

Education and Experience:

High School Diploma or GED and 10 years of experience or
Bachelor’s degree in any fieldand5 years of experience

Certifications:

Must meet DoD 8570 IAT Level II requirements (e.g., CompTIA Security+ CE)

Clearance Requirement:

Must possess an active TS/SCI with appropriate Polygraph to be considered for this role

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Life at Independent Software

Entrepreneurs who are serious about giving their idea the best chance of success turn to Independent Software. Our product development and acceleration services allow startups to build a solid foundation during the early, risky phase of company formation. Through our A100 Software Developer Apprenticeship Program, we develop emerging local talent and connect these A100 Certified Developers with growing, innovative Partner Companies building their teams. Our A100 for Entrepreneurs program provides a revolutionary product development platform to early stage companies looking to reduce risk and maximize the return on their development budget. Venture Partner Companies accelerate their product and their team through a managed service that provides them with Apprentice teams and expert guidance on topics like Customer Development and Agile. Collaboration is at the heart of everything we do. During the software development process, we take an idea from blank page to beta. Clients become a part of our team even as they maintain control and ownership of what we build together. Working with us is also a gateway to other resources like startup founders, supporters, mentors, investors, and talent.

Thrive Here & What We Value- Independent Software fosters a collaborative work environment where teamwork and open communication are highly valued.- The company prioritizes employee wellbeing with benefits such as health insurance, retirement plans, and paid time off.- Independent Software is an Equal Opportunity Employer (EOE), M/F/D/V.- Emphasis on teamwork and adaptability in a dynamic environment.- Focus on customer communication and relationship building.- Commitment to providing high-quality IT services to clients at all times.- Support for ongoing learning and professional development opportunities.- Independent Software values its employees, offering growth and development opportunities.- The company encourages continuous learning through training programs and mentorship.- Prioritizes worklife balance with flexible schedules and telework options when possible.