Tier 1 Help Desk Technician
About the job
- U.S. citizenship is required, and the candidate must be able to obtain and maintain a Public Trust clearance.
- Strong customer service, interpersonal, written, and verbal communication skills are required.
- Ability to support customers through multiple channels, including phone, email, chat, and text, is required.
- Ability to provide accurate information, troubleshoot customer issues, and support high first-contact resolution rates is required.
- Ability to manage multiple requests and work effectively in a fast-paced, team-oriented support environment is required.
- Serve as the primary point of contact for end users, responding to incidents and service requests received through phone, email, chat, text, and web portal channels.
- Create, document, categorize, prioritize, and track support tickets from initial submission through resolution.
- Maintain end-to-end ownership of incidents and service requests, ensuring timely response and resolution based on priority, impact, and established service procedures.
- Troubleshoot and resolve user issues within the scope of the service desk, escalating complex issues to appropriate resolver groups and providing warm transfers when required.
- Maintain clear and timely communication with users throughout the ticket lifecycle, including status updates and resolution information.
- Support business-critical and high-priority incidents and requests in accordance with established escalation and response procedures.
- At least 1 year of experience in a Help Desk, Service Desk, Call Center, or similar customer support environment.
- Experience using ServiceNow or a similar ticketing or IT service management (ITSM) platform.
- Previous experience supporting federal government customers or programs.
- Experience troubleshooting common technical, system, or end-user issues.
About the company
SteerBridge provides technology solutions, professional services, and construction management to U.S. government agencies and the private sector as a prime contractor or subcontractor. Its work includes aviation analytics, veterans services modernization (GI Bill and VA claims), secure payment solutions, and facilities management, all supported by automation and cloud-based workflows. The company differentiates itself through its SDVOSB status, proven federal contracting experience, and a role as an AWS Premier Partner delivering secure, scalable cloud environments. Its goal is to help federal and civilian clients improve efficiency, security, and service delivery with practical, mission-critical technology and program management.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
N/A
Founded
2011
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Simplify's Take
What believers are saying
- August 2025 VA medical disability exams contract runs through August 2026.
- March 2026 Navy award totals $96 million for Marine Corps logistics support.
- 2026 Moxie Award finalist status signals stronger Washington, DC market visibility.
What critics are saying
- SeaPort NxG task-order competition stays fierce; 829 vendors won awards through 2024.
- VA protests show procurement friction, with SteerBridge challenging RFQ 36C10D24Q0195.
- Revenue concentration on federal agencies exposes SteerBridge if VA or Navy ordering slows.
What makes SteerBridge unique
- SDVOSB status and veteran network fit VA and DoD set-aside buying.
- SeaPort NxG prime award expands Navy access across 23 functional areas.
- AWS Premier Tier Services Partner strength supports secure cloud modernization and automation.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Company Match
- Paid Time Off
- Paid Federal Holidays