Helpdesk Support Specialist - Tier 1

Hanover Research - Tier 1 Helpdesk Support Specialist

Arlington, VA

Hybrid Opportunity

Hanover Research is seeking a Tier 1 Helpdesk Support Specialist who will provide support to end users throughout the organization. Reporting to the IT Systems and Support Manager, this role will serve as a first point of contact for all IT-related helpdesk inquiries. This role will perform basic IT helpdesk responsibilities that are well documented, such as new user creation in multiple IT and Enterprise Application systems, coordinating equipment shipments with employees, and basic troubleshooting. This is an excellent opportunity for individuals looking to start a career in IT, with training and documentation provided to support professional growth. 

Responsibilities 

• Initial contact: Serve as the first point of contact for users reporting technical problems through help desk tickets. 

• Basic troubleshooting: Diagnose and resolve common hardware, software, and network issues, such as password resets, software installations, Single Sign On, and connectivity problems. 

• User guidance: Guide end-users through basic troubleshooting steps and solutions. 

• Escalation: Recognize when an issue is beyond their scope and escalate it to Tier 2 support, other specialized teams, or convert to a change request “CR”. 

• ITSM System Hygiene: Review tickets and CRs on a regular basis to ensure things are closed out in a timely manner. 

• Documentation: Document all issues, troubleshooting steps, and resolutions in a ticketing system. 

• Customer service: Maintain strong customer service skills to ensure a positive user experience. 

• Enterprise Cloud Applications: Assist with user setup, password resets, basic training, and other tier 1 responsibilities for Enterprise Applications such as Salesforce, Workday, FreshService, DocuSign, etc. 

• End user hardware lifecycle management: Arrange shipping and tracking of new and replacement user laptops, securely wipe laptop data. 

Qualifications 

• High school degree required 

• Associate’s degree in IT or related field or 2 years' experience in a similar role preferred. 

• Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications 

• Familiarity with cloud-based platforms such as Microsoft 365, Google Workspace, or Salesforce (training provided) 

• Strong verbal and written communication skills 

• Excellent customer service and interpersonal skills 

• Ability to follow written documentation and standard operating procedures 

• Willingness to learn and adapt in a fast-paced environment 

• Ability to prioritize and manage multiple tasks with attention to detail 

• Ability to work independently and as part of a team 

• Interest in pursuing a career in IT support, systems administration, or Enterprise Cloud Applications Administration or Development 

Location   

Office is located in Arlington, VA   

Hybrid Role. In-office Tuesdays and Thursdays and as needed.

#Remote #LI-Remote    

Benefits  

• Starting at 18+ days Paid Time Off  

• 14 paid holidays including Martin Luther King Jr. Day, Juneteenth, and Indigenous People’s Day, and personal holidays  

• 401(K) employer matching programs  

• Comprehensive health and dental benefits package  

• Health and wellness packages with discounts to local gym 

• Community service opportunities  

• In-office snacks and beverages

Compensation    

Hanover Research strives to create compensation and benefits programs that are competitive, equitable, and fair.  The compensation range for this role at the company is $50,000 - $60,000. Please note that the base salary offered is contingent on the candidate’s job-related knowledge, skills, and experience.  Our base pay range is determined by the role and the market.    

Hanover believes in supporting our team’s overall well-being now and in the future. We provide retirement benefits and 401K matching to help you plan ahead, wellness benefits to keep you healthy, medical coverage to lift you up if you or your dependents get sick, and paid time away to rejuvenate. You can learn more about our benefits on our Hanover Research Careers page or please talk to your Recruiter to learn more.   

   
About Hanover Research   
Founded in 2003, Hanover Research is a global research and analytics firm that delivers market intelligence through a unique, fixed-fee model to more than 1,000 clients. Headquartered in Arlington, Virginia, Hanover employs high-caliber market researchers, analysts, and account executives to provide a service that is revolutionary in its combination of flexibility and affordability. Hanover was named a Top 50 Market Research Firm by the American Marketing Association from 2015 to 2021. To learn more about Hanover Research, visit www.hanoverresearch.com.   

Hanover Values   

• Business Building – We build our business quickly and intelligently and we help our clients do the same   

• Thought Leadership and Innovation – We strive constantly to deliver better information in a better way   

• Service – To our clients and our community, service is our guiding principle   

• Leadership and Mentorship – Our talent is our greatest asset, and we hope to help our people be their best   

• Firm Citizenship – We are optimists who believe there are endless possibilities for our company and ourselves   

How to Apply   

If you are interested in the prospect of working for a dynamic, fast-growing company, we encourage you to submit your resume and any other supporting materials.

Hanover strives to be accessible to all users and job seekers. If you are a qualified individual with a disability and need assistance in accessing our website or completing a job application, please contact Hanover Research at 202-559-0050 or via email Recruiting@hanoverresearc.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. 

Hanover Research is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.