Tier I Support Analyst
Location: Remote
Work Type: Full Time
Job Description:
- Provide Tier 1 help desk support for Case triaging, documenting, and resolving routine end-user cases in a timely and accurate manner.
- Respond to user inquiries and support basic troubleshooting for access, registration, account, and application issues.
- Monitor the Cases tab to identify new support requests, prioritize work, and ensure appropriate case follow-up and closure.
- Use knowledge articles and established SOPs to troubleshoot common issues, support consistent resolution, and update knowledge content as needed.
- Escalate complex or outage-related issues to the appropriate team, and support communication activities during service disruptions as directed.
- Track and report case metrics, trends, and recurring issues to support operational visibility and continuous improvement.
- Support accurate case handling, clear user communication, and adherence to defined service levels and help desk procedures.
- Partner with internal stakeholders to help ensure the SQUARES help desk remains responsive, organized, and user-focused.
Qualifications Required:
- Bachelor s degree in a related field or equivalent relevant experience.
- At least 2+ years of help desk, customer support, operations, or case management experience.
- Experience supporting end users and resolving common technical or functional issues.
- Working knowledge of ticketing systems, case management, and documentation practices.
- Strong attention to detail with the ability to triage, prioritize, and track multiple requests accurately.
- Excellent written and verbal communication skills with a customer-service mindset.
- Ability to follow SOPs, maintain data quality, and support timely case handling in a structured environment.
- Comfort working in a collaborative, fast-paced environment with shifting priorities.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred
- Experience in Salesforce Case Management and Triaging
- Experience with knowledge management, reporting, and continuous improvement for a service desk or operations team.
- Familiarity with user registration, access management, or account troubleshooting processes.
- Experience supporting government, healthcare, or mission-driven service environments.
- If you want, I can also convert this into a more Deloitte-style job posting with stronger consulting language, or tighten it for a C-level functional resource profile.
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
Compensation and Benefits
Salary Range: $75,000-$95,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)
Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.
Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status. Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.
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