Tier 1 Help Desk

Customer Service Fairfax, Virginia Orlando, Florida



ITCON Services is seeking to hire a customer service-oriented Tier 1 Help Desk representative to provide customer and public support along with Tier I level technical support. The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment with a high call volume. At ITCON, we offer competitive compensation, paid training and development opportunities, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.

This opening is for a part-time (25-35 hours per week) position. Applicants must be eligible for a Public Trust clearance. 
This position is temporarily home-based due to COVID-19.

Subject to applicable law, all prospective hires will be required to show proof of COVID-19 vaccination as a condition of employment. Reasonable accommodations will be considered.


  • Managing a large number of incoming calls
  • Identifying and resolving customer issues accurately and efficiently
  • Providing high quality response to customer inquiries and needs
  • Building sustainable relationships with customers through professional communication
  • Providing accurate, timely, and complete information by using the right methods and tools
  • Responding to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution
  • Keeping detailed records of customer interactions, processing customer accounts, and filing documents
  • Following communication procedures, guidelines and policies


  • High School Diploma or equivalent
  • 1+ years of contact center customer service experience
  • Experience identifying and resolving customer issues
  • Bilingual (Spanish Speaking) candidates desired