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Tier 1 Helpdesk Support Specialist

Expired Job

Bay State Computers Raleigh , NC 27611

Posted 4 months ago

Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website, connect with us on LinkedIn, or follow us on Twitter.

We have an exciting opportunity for a Tier 1 Helpdesk Support Specialist to join our team.

Key Responsibilities:

  • Provide Tier I and Tier II technical support for the client's platform to include problem resolution and problem escalation of application and hardware issues initiated via live calls and/or emails from users and power users of the application. The client's application consist of 20 modules.

  • Interface with end users, Tier III, Tier IV and other support organizations, to resolve issues and/or escalate to an appropriate tiered support organization for final resolution when required

  • Develop and maintain processes and procedures using the knowledgebase properties in ServiceNow

  • Tier I must provide triage support for all incoming calls and emails to gather information and resolve the applicable issues at an agreed upon resolution rate. This Tier will also provide how-to and instructional support to the users. Support must be provided for desktop application users as well as mobile application users.

Required Experience/Skills:

  • 2-3 years of working experience in related fields.

  • Candidates must have networking/telecommunications basic knowledge to include trouble shooting skills to enable support of a WLAN controllers, routers, switches, access points, etc. LDAP, DHCP, Subnet, Active Directory, Office/Excel 2003 2010 considered a plus.

  • Ability to successfully manage and prioritize multiple concurrent projects.

  • Ability to communicate well (orally and in writing) and work with client's personnel and vendors.

  • Positive attitude and work ethic.

  • Self-motivated.

  • Ability to work well alone or within a team setting.

  • All candidates must be US Citizens or hold a valid Green Card.


  • High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field).

  • May hold entry level certification(s) in field of work

Benefits: Full-time employees (permanent or contract employees who are employed for a term greater than 6 months) are eligible for benefits including time-off benefits, such as vacations and holidays, and insurance and other plan benefits.

Location: Raleigh, NC

Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.

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Tier 1 Helpdesk Support Specialist

Expired Job

Bay State Computers