Overview
On Site
Full Time
Skills
Technical Support
Network
Dependability
Computer Hardware
Cabling
Printers
Mobile Devices
Inventory
Supervision
Training
SLA
Microsoft Windows
Communication
Attention To Detail
Customer Service
Security Clearance
Service Management
BMC Remedy
Help Desk
DoD
Security+
CompTIA
DICE
Law
Job Details
IT Support I
Location: Fort Lee, Virginia
Clearance: Secret
Description:
HigherEchelon is seeking anIT Support I Technician providing Tier I technical support to end users across CASCOM's network of 17,000+ devices. The role involves resolving basic hardware, software, and user access issues, maintaining daily ticket queues, and providing dependable support for Army classrooms and administrative users. This position is based in Fort Gregg-Adams, VA, requires a full-time, on-site presence, and mandates an active DoD Secret clearance.
This position is contingent upon contract award.
Job Responsibilities:
Receive, log, and resolve Tier I service requests and incidents in AESMP/Remedy or similar ticketing systems.
Assist users with hardware and software issues, including login problems, peripheral malfunctions, and general troubleshooting.
Provide on-site support for workstation setup, cable management, monitor replacement, and CAC reader installation.
Support basic end-user issues with printers, scanners, and mobile devices.
Document all ticket resolutions and escalate unresolved issues to Tier II/III teams.
Maintain equipment inventory awareness and assist with imaging and device setup under lead technician supervision.
Support field classrooms and training labs with IT readiness and daily check-in support.
Follow SOPs and provide timely customer communication and courteous service.
Deliver support within required timeframes, adhering to a 72-hour standard ticket SLA.
Required Skills:
Familiarity with Microsoft Windows 10/11 environments and Army-standard desktop configurations.
Strong communication skills and attention to detail for effective customer service delivery.
Must have a Secret security clearance
Desired Skills:
Experience supporting TRADOC users or classroom systems.
Familiarity with Army Enterprise Service Management Platform (AESMP) or Remedy.
Experience in high-volume ticketing environments with tracked resolution metrics.
Education and Experience:
High School Diploma or GED.
1+ year of experience providing end-user desktop or help desk support in a DoD, federal, or enterprise environment.
Certifications required:
#CJ
#dice
About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology and Cyber Solutions. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify
Location: Fort Lee, Virginia
Clearance: Secret
Description:
HigherEchelon is seeking anIT Support I Technician providing Tier I technical support to end users across CASCOM's network of 17,000+ devices. The role involves resolving basic hardware, software, and user access issues, maintaining daily ticket queues, and providing dependable support for Army classrooms and administrative users. This position is based in Fort Gregg-Adams, VA, requires a full-time, on-site presence, and mandates an active DoD Secret clearance.
This position is contingent upon contract award.
Job Responsibilities:
Receive, log, and resolve Tier I service requests and incidents in AESMP/Remedy or similar ticketing systems.
Assist users with hardware and software issues, including login problems, peripheral malfunctions, and general troubleshooting.
Provide on-site support for workstation setup, cable management, monitor replacement, and CAC reader installation.
Support basic end-user issues with printers, scanners, and mobile devices.
Document all ticket resolutions and escalate unresolved issues to Tier II/III teams.
Maintain equipment inventory awareness and assist with imaging and device setup under lead technician supervision.
Support field classrooms and training labs with IT readiness and daily check-in support.
Follow SOPs and provide timely customer communication and courteous service.
Deliver support within required timeframes, adhering to a 72-hour standard ticket SLA.
Required Skills:
Familiarity with Microsoft Windows 10/11 environments and Army-standard desktop configurations.
Strong communication skills and attention to detail for effective customer service delivery.
Must have a Secret security clearance
Desired Skills:
Experience supporting TRADOC users or classroom systems.
Familiarity with Army Enterprise Service Management Platform (AESMP) or Remedy.
Experience in high-volume ticketing environments with tracked resolution metrics.
Education and Experience:
High School Diploma or GED.
1+ year of experience providing end-user desktop or help desk support in a DoD, federal, or enterprise environment.
Certifications required:
- CompTIA Security+ (IAT Level II baseline; current)
- CompTIA A+ or equivalent strongly preferred.
#CJ
#dice
About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology and Cyber Solutions. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.