ValidaTek, Inc. · 2 months ago
Service Desk Technician - Tier 1
United States
Full-time
Remote
Entry Level
1+ years expValidaTek, Inc. is a company dedicated to modernizing IT services for federal agencies. They are seeking a Tier 1 Service Desk Technician to provide first-level technical support to end users at U.S. Customs and Border Protection, handling service requests and troubleshooting various IT issues.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the initial point of contact for CBP staff requiring IT assistance via phone, email, chat, or ticketing system
Troubleshoot and resolve Tier 1 incidents related to:
Windows workstation issues
User account access (Active Directory unlocks/resets)
Printer setup and failures
Software installation and configuration
VPN connectivity and remote access issues
Create, update, and maintain detailed incident tickets in the CBP Service Desk ticket management system
Follow standard operating procedures (SOPs) and knowledge base articles to diagnose and resolve routine issues
Escalate complex or unresolvable issues to Tier 2 or engineering support teams while maintaining ownership until closure
Assist in onboarding of new users, including device setup and profile configuration
Maintain service level agreements (SLAs) for response and resolution timeframes
Support asset tracking, inventory updates, and equipment lifecycle processes
Deliver outstanding customer service to CBP personnel at all levels, including field agents, administrative staff, and leadership
Qualification
Required
U.S. Citizenship required (per CBP security requirements)
Ability to obtain a CBP Public Trust / Suitability clearance
IT experience is not required as there will be on-the-job training
Ability to follow documented troubleshooting steps and workflows
Strong verbal and written communication skills
Preferred
1–2 years of IT support or Service Desk experience, preferably in a structured IT Service Management environment
Working knowledge of Microsoft Windows 10/11
Working knowledge of Microsoft Office 365
Working knowledge of Active Directory account management
Working knowledge of basic networking fundamentals (DNS, DHCP, VPN)
Company
ValidaTek, Inc.
ValidaTek is a premier government IT consulting firm based in the Washington DC area that drives technology transformation and secures mission-critical systems for our federal partners.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Shortsleeves, CPA, MBA, CPCM
Chief Financial Officer
Said Rachidi
Chief Operating Officer
Company data provided by crunchbase