tier 2 it support

Applied Innovation

<div>Applied Innovation is a Managed Service Provider (MSP) dedicated to delivering innovative and reliable technology solutions. Our IT Service team plays a crucial role in ensuring our clients have seamless access to the technology they need to succeed. Applied Innovation is seeking a Tier 1 IT Support Specialist to join our IT Service team. This role is focused on providing exceptional customer service to our technology clients by addressing, troubleshooting, and resolving technical issues in a professional and efficient manner. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences. This is a Monday to Friday onsite position from 8 AM - 5 PM role with a rotating on-call schedule once training is complete about 2-3 times per year.
<br>
<br>
<b>Duties and Responsibilities:</b><ul><li>
Serve as the first point of contact for IT support requests via phone, email, and ticketing system.</li><li>
Listen attentively to clients to identify and diagnose technical issues.</li><li>
Provide clear, positive, and professional communication with clients.</li><li>
Research and implement solutions according to established Ideal Ticket Procedures.</li><li>
Route or escalate unresolved issues to appropriate IT resources.</li><li>
Follow up with clients as needed to ensure issues are resolved satisfactorily.</li><li>
Stay up to date on emerging software, hardware, and IT trends.</li><li>
Manage time effectively under management oversight to ensure prompt resolution of issues.</li><li>
Troubleshooting current workstation operating systems (Windows, Mac OS, Linux).</li><li>
Supporting Microsoft Office applications, including Office 365.</li><li>
Basic Active Directory administration.</li><li>
On-premise Exchange support.</li><li>
Configuring and troubleshooting web content filtering and anti-virus tools.</li><li>
Managing DNS, DHCP, and network connectivity issues (wired and wireless).</li><li>
Assisting with server administration and network storage devices.</li><li>
Supporting phones and mobile devices.</li><li>
Other duties as assigned.</li></ul><br>
<b>
Minimum Qualifications:</b><br>
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
<ul><li>Strong customer service and communication skills.</li><li>
Ability to troubleshoot and solve technical problems efficiently.</li><li>
Basic knowledge of networking, operating systems, and common IT tools.</li><li>
Ability to follow standard procedures and document work accurately.</li><li>
Comfortable working in a fast-paced, client-focused environment.</li><li>
Understanding and alignment with the organization&rsquo;s core values</li></ul><br>
<b>
Education/License/Experience Requirements:
</b><ul><li>High School Diploma required.</li><li>
Previous experience in IT support or help desk environment is preferred but not required.</li><li>
Experience with client-facing technical support is a plus.
</li><li>Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field or an approved certification below.
</li></ul> Certifications (in lieu of degree):<ul><li>
CompTIA A+</li><li>
CompTIA Network+</li><li>
Microsoft Certified Professional (MCP)</li><li>
Other relevant IT certifications</li></ul><p><b>
Why Applied Innovation?</b></p><p>
We offer a comprehensive benefits package, including:</p><ul><li>
Medical, dental, and life insurance on the 31st day of employment.</li><li>
Short-term disability.</li><li>
Paid vacation and holidays.</li><li>
Paid volunteer time.</li><li>
401(k) retirement plan with company match program.</li><li>
Opportunities for professional growth and advancement</li></ul><p>
</p><p>HHcqvQ9TKx</p></div>

Tier 1 IT Support Specialist - Southfield MI

Touchmark

Touchmark is seeking an IT Helpdesk Technician to provide Tier 1 technical support across a hybrid Microsoft 365 and enterprise network environment supporting both Central Office and community campus operations. This role serves as the first point of contact for employees needing technical assistance and plays a critical role in delivering responsive, professional, and solutions-focused IT support across multiple locations.
<br>What You Will Do
<br><ul>
<li>Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and basic network connectivity issues; troubleshoot hardware, software, and user access concerns both onsite and remotely</li>
<li>Support Microsoft 365 services including Outlook, Teams, SharePoint Online, OneDrive, and Office applications; assist with password resets, MFA enrollment, account unlocks, mailbox access, and collaboration tools within Microsoft Entra ID and Active Directory environments</li>
<li>Respond to support requests received through phone, email, Teams, walk-up, and ticketing systems; accurately log, categorize, prioritize, and document tickets while adhering to established service level expectations</li>
<li>Troubleshoot basic networking and connectivity issues including Wi-Fi, VPN access, DNS/DHCP client-side troubleshooting, printer connectivity, and peripheral support; escalate complex infrastructure issues to Tier 2 teams with detailed documentation</li>
<li>Assist with workstation setup, device deployment, asset inventory tracking, and user onboarding/offboarding support; help maintain endpoint standards and security practices across the organization</li>
<li>Promote strong customer service through professional communication, timely follow-up, and user-focused problem resolution; assist with user training, knowledge base documentation, and security awareness guidance</li>
</ul>
The Ideal Candidate Will
<br><ul>
<li>Have 1–3 years of experience in technical support, help desk, or customer-facing IT roles; entry-level candidates with strong hands-on technical aptitude, certifications, or relevant coursework are encouraged to apply</li>
<li>Demonstrate strong troubleshooting skills across Windows 10/11 environments, Microsoft 365 applications, printers, mobile devices, and endpoint hardware</li>
<li>Be comfortable supporting users in both onsite and remote environments using tools such as ScreenConnect, Quick Assist, or equivalent remote support platforms</li>
<li>Understand foundational networking concepts including TCP/IP, DNS, DHCP, Wi-Fi connectivity, and VPN troubleshooting; recognize when to escalate more advanced networking or infrastructure issues</li>
<li>Have working knowledge of Microsoft Entra ID and Active Directory including password resets, MFA enrollment, account lookups, and basic user account administration</li>
<li>Demonstrate strong customer service and communication skills; remain calm, professional, and patient while assisting users of varying technical ability</li>
<li>Be highly organized with strong documentation habits; maintain accurate ticket updates, resolution notes, and escalation details within the ITSM platform</li>
<li>Understand the importance of cybersecurity and HIPAA awareness in a healthcare and senior living environment; assist users with MFA, phishing awareness, and secure IT practices</li>
<li>Bring a proactive, team-oriented mindset with a willingness to learn and grow within IT operations and infrastructure support</li>
</ul>
Preferred Qualifications
<br><ul>
<li>CompTIA A+ certification strongly preferred; Microsoft 365 Fundamentals (MS-900), ITIL Foundation, or similar certifications are a plus</li>
<li>Experience with Microsoft Intune, endpoint management, or basic scripting/PowerShell exposure preferred</li>
<li>Experience supporting users in healthcare, senior living, or multi-site environments is beneficial</li>
</ul>


IT Helpdesk Technician

Contour Software

<div>
 <strong>
  About Contour
  <br/>
  <br/>
 </strong>
 Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
 <br/>
 <br/>
 As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
 <br/>
 <br/>
 What started as an R&amp;D &amp; Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore &amp; Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!
 <br/>
 <br/>
 <strong>
  About The Team
  <br/>
  <br/>
 </strong>
 The Customer Support &amp; Monitoring (CSM) Team is part of the Customer Success Operations (CSOT) group within ASTRO IT, Andromeda's enterprise IT function. Managed by Ryan Singh, this team is at the forefront of Andromeda's customer-first IT philosophy &mdash; delivering Tier 1 support, proactive monitoring, and meaningful customer engagement across the organization.
 <br/>
 <br/>
 The CSM Team operates with a service-oriented mindset, serving as a key touchpoint between Andromeda's IT capabilities and its business users. We believe every interaction is an opportunity to build trust, solve problems, and raise the bar for customer satisfaction.
 <br/>
 <br/>
 <strong>
  Role Overview
  <br/>
  <br/>
 </strong>
 As an IT Support Specialist on the CSM Team, you will be a frontline champion of the customer experience &mdash; supporting Andromeda employees across North America from Pakistan. You will provide responsive Tier 1 IT and security support, monitor system alerts and signals, and own the end-to-end ticket lifecycle from creation through resolution.
 <br/>
 <br/>
 This is a full-time remote position based in Pakistan. As part of the team, you will work in shifts, and your schedule will rotate each quarter to support a variety of customers. You will collaborate in real time with colleagues and customers in North America. Excellent English communication skills&mdash;both written and spoken&mdash;are essential to succeed in this role.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Tier 1 IT &amp; Security Support
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.
  </li>
  <li>
   Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.
  </li>
  <li>
   Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.
  </li>
  <li>
   Uphold and reinforce security best practices in every customer interaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Monitoring &amp; Alert Response
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor IT alerts, signals, and dashboards to identify and address potential issues before they impact end users.
  </li>
  <li>
   Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions.
  </li>
  <li>
   Maintain awareness of the health of the Andromeda IT environment and contribute to a culture of proactive operations.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Ticket Management
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Create, categorize, prioritize, and triage incoming support tickets in accordance with established SLAs and team processes.
  </li>
  <li>
   Maintain accurate and up-to-date ticket documentation throughout the lifecycle of each request.
  </li>
  <li>
   Identify patterns in ticket volume or recurring issues and surface insights for process improvement.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Customer Engagement &amp; Outreach
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.
  </li>
  <li>
   Deliver clear, approachable IT training and guidance to end users, empowering them to get the most from Andromeda's technology environment.
  </li>
  <li>
   Build strong relationships with business users, acting as a trusted IT partner and advocate.
  </li>
  <li>
   Gather and relay customer feedback to help continuously improve CSM Team processes and service delivery.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Required
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1&ndash;3 years of experience in an IT support, helpdesk, or service desk role.
  </li>
  <li>
   Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications.
  </li>
  <li>
   Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).
  </li>
  <li>
   Strong communication skills &mdash; written and verbal &mdash; with a genuine passion for helping people.
  </li>
  <li>
   Ability to manage competing priorities in a fast-paced environment with professionalism and composure.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.
  </li>
  <li>
   Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.
  </li>
  <li>
   Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.
  </li>
  <li>
   Uphold and reinforce security best practices in every customer interaction.
  </li>
  <li>
   End-user support across mixed environments &ndash; strong Windows experience, with working knowledge of macOS (especially in Microsoft 365-heavy setups).
  </li>
  <li>
   Microsoft 365 core services &ndash; proficient in Outlook, Teams, OneDrive, SharePoint, and fundamental Azure AD/Entra concepts (users, groups, devices, MFA).
  </li>
  <li>
   Experience working with AI prompts and evaluating outcomes &ndash; ability to craft effective prompts, assess result quality, and apply outputs responsibly in a business or IT context.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  PAKISTAN LOCATION &amp; EST HOURS REQUIREMENTS
  <br/>
  <br/>
 </strong>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 This position is specifically posted for candidates based in Pakistan. The following requirements are non-negotiable and central to performing the role effectively:
 <br/>
 <br/>
 <ul>
  <li>
   English Proficiency (Written): Exceptional written English is mandatory. You will communicate daily with North American colleagues and customers via ticketing systems, email, chat, and documentation. All written communications must be professional, clear, and precise &mdash; free of grammatical errors. You will be evaluated on written English proficiency during the hiring process.
  </li>
  <li>
   English Proficiency (Spoken): Strong spoken English is required. You will participate in video meetings, calls, and live chat with English-speaking customers and team members throughout your workday. The ability to convey technical information confidently and clearly in spoken English is essential.
  </li>
  <li>
   EST Hours: You must be available to work during core Eastern Standard Time (EST) business hours. Andromeda's customers and stakeholders operate during North American business hours, and real-time collaboration during those hours is a core requirement of this role. EST is UTC-5 (standard time) / UTC-4 (Eastern Daylight Time). Your primary working hours will generally align to 9:00 AM &ndash; 6:00 PM EST.
  </li>
  <li>
   On-Call Availability: Ability to participate in a rotating on-call schedule to help ensure continuous coverage for Andromeda's operations, including outside standard EST business hours on occasion.
  </li>
  <li>
   Schedule Flexibility: Willingness and ability to adapt your work schedule to accommodate shifting business needs, urgent issues, or time-sensitive projects as required.
  </li>
  <li>
   Management Reporting: Pakistan-based staff report to Asif Khan (Manager, Acquisition Integration and Pakistan IT Operations) for management, mentoring, and professional development, while receiving technical task direction from CSM Team leads and product owners.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills That Set You Apart
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent written and spoken English &mdash; the ability to communicate clearly and professionally in all customer interactions is essential and considered a primary competency for this role.
  </li>
  <li>
   Exceptional documentation skills &mdash; able to produce thorough, accurate, and well-structured records of issues, resolutions, and processes.
  </li>
  <li>
   Outstanding customer service orientation with a demonstrated ability to deliver a warm, professional experience to every user.
  </li>
  <li>
   Strong ability to investigate, troubleshoot, and resolve technical issues independently and systematically.
  </li>
  <li>
   Ability to communicate complex technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences.
  </li>
  <li>
   Highly self-motivated and self-directed, with keen attention to detail and the ability to manage workload without close supervision.
  </li>
  <li>
   Comfortable working within a diverse, geographically distributed team across multiple time zones and cultural contexts.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What Success Looks Like
  <br/>
  <br/>
 </strong>
 In this role, you will be measured not just by ticket closure rates, but by the quality of the experience you create for every customer you support. A successful CSM Team member:
 <br/>
 <br/>
 <ul>
  <li>
   Resolves issues quickly and thoroughly, with empathy and clarity.
  </li>
  <li>
   Anticipates problems through proactive monitoring rather than waiting to react.
  </li>
  <li>
   Communicates in clear, professional English that instills confidence in every customer interaction.
  </li>
  <li>
   Leaves every customer interaction better than they found it.
  </li>
  <li>
   Contributes to a team culture of accountability, improvement, and shared purpose.
  </li>
  <li>
   Is fully present and engaged during EST business hours, collaborating in real time with the broader ASTRO team.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  OUR CULTURE &amp; VALUES
  <br/>
  <br/>
 </strong>
 The ASTRO IT team is committed to delivering reliable, secure, and scalable technology solutions with a customer-focused, service-oriented mindset. The CSM Team embodies this mission every day &mdash; going above and beyond to ensure that every Andromeda employee has the support they need to do their best work.
 <br/>
 <br/>
 We value curiosity, ownership, collaboration, and a relentless focus on the customer experience. Pakistan-based team members are full and valued members of the ASTRO family, and we invest in your growth, mentorship, and professional development.
 <br/>
 <br/>
 <strong>
  Exciting Benefits We Offer
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Market-leading Salary
  </li>
  <li>
   Medical Coverage &ndash; Self &amp; Dependents
  </li>
  <li>
   Parents Medical Coverage
  </li>
  <li>
   Provident Fund
  </li>
  <li>
   Employee Performance-based bonuses
  </li>
  <li>
   Home Internet Subsidy
  </li>
  <li>
   Conveyance Allowance
  </li>
  <li>
   Profit Sharing Plan [Tenured Employees Only]
  </li>
  <li>
   Life Benefit
  </li>
  <li>
   Child Care Facility
  </li>
  <li>
   Company Provided Lunch/Dinner
  </li>
  <li>
   Professional Development Budget
  </li>
  <li>
   Recreational area for in-house games
  </li>
  <li>
   Sporadic On-shore training opportunities
  </li>
  <li>
   Friendly work environment
  </li>
  <li>
   Leave Encashment
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <em>
   Disclaimer:
  </em>
 </strong>
 <em>
  At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we&rsquo;ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.
  <br/>
  <br/>
 </em>
 <em>
  In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.
 </em>
</div>


IT Support Engineer

<div><p><b>About Contour</b></p><p></p><p>
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.</p><p><br>
As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.</p><p><br>
What started as an R&amp;D &amp; Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore &amp; Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!</p><p></p><div><div><p><b>
ABOUT THE TEAM</b></p></div><div><p>
The Customer Support &amp; Monitoring (CSM) Team is part of the Customer Success Operations (CSOT) group within ASTRO IT, Andromeda's enterprise IT function. Managed by Ryan Singh, this team is at the forefront of Andromeda's customer-first IT philosophy &mdash; delivering Tier 1 support, proactive monitoring, and meaningful customer engagement across the organization.</p></div><div><p>
The CSM Team operates with a service-oriented mindset, serving as a key touchpoint between Andromeda's IT capabilities and its business users. We believe every interaction is an opportunity to build trust, solve problems, and raise the bar for customer satisfaction.</p></div><p></p><div><p><b>
ROLE OVERVIEW</b></p></div><div><p>
As an IT Support Specialist on the CSM Team, you will be a frontline champion of the customer experience &mdash; supporting Andromeda employees across North America from Pakistan. You will provide responsive Tier 1 IT and security support, monitor system alerts and signals, and own the end-to-end ticket lifecycle from creation through resolution.</p></div><div><p>
This is a full-time remote position based in Pakistan. As part of the team, you will work in shifts, and your schedule will rotate each quarter to support a variety of customers. You will collaborate in real time with colleagues and customers in North America. Excellent English communication skills&mdash;both written and spoken&mdash;are essential to succeed in this role.</p></div><p></p><div><p><b>
KEY RESPONSIBILITIES</b></p></div><div><p><b>
Tier 1 IT &amp; Security Support</b></p></div><div><ul><li><p>
Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.</p></li></ul></div><div><ul><li><p>
Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.</p></li></ul></div><div><ul><li><p>
Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.</p></li></ul></div><div><ul><li><p>
Uphold and reinforce security best practices in every customer interaction.</p></li></ul></div><div><p><b>
Monitoring &amp; Alert Response</b></p></div><div><ul><li><p>
Monitor IT alerts, signals, and dashboards to identify and address potential issues before they impact end users.</p></li></ul></div><div><ul><li><p>
Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions.</p></li></ul></div><div><ul><li><p>
Maintain awareness of the health of the Andromeda IT environment and contribute to a culture of proactive operations.</p></li></ul></div><div><p><b>
Ticket Management</b></p></div></div><div><div><ul><li><p>
Create, categorize, prioritize, and triage incoming support tickets in accordance with established SLAs and team processes.</p></li></ul></div><div><ul><li><p>
Maintain accurate and up-to-date ticket documentation throughout the lifecycle of each request.</p></li></ul></div><div><ul><li><p>
Identify patterns in ticket volume or recurring issues and surface insights for process improvement.</p></li></ul></div><div><p><b>
Customer Engagement &amp; Outreach</b></p></div><div><ul><li><p>
Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.</p></li></ul></div><div><ul><li><p>
Deliver clear, approachable IT training and guidance to end users, empowering them to get the most from Andromeda's technology environment.</p></li></ul></div><div><ul><li><p>
Build strong relationships with business users, acting as a trusted IT partner and advocate.</p></li></ul></div><div><ul><li><p>
Gather and relay customer feedback to help continuously improve CSM Team processes and service delivery.</p></li></ul></div><p></p><div><p><b>
QUALIFICATIONS</b></p></div><div><p><b>
Required</b></p></div><div><ul><li><p>
1&ndash;3 years of experience in an IT support, helpdesk, or service desk role.</p></li></ul></div><div><ul><li><p>
Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications.</p></li></ul></div><div><ul><li><p>
Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).</p></li></ul></div><div><ul><li><p>
Strong communication skills &mdash; written and verbal &mdash; with a genuine passion for helping people.</p></li></ul></div><div><ul><li><p>
Ability to manage competing priorities in a fast-paced environment with professionalism and composure.</p></li></ul></div><p></p><div><p><b>
Preferred</b></p></div><div><ul><li><p>
Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.</p></li></ul></div><div><ul><li><p>
Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.</p></li></ul></div><div><ul><li><p>
Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.</p></li></ul></div><div><ul><li><p>
Uphold and reinforce security best practices in every customer interaction.</p></li></ul></div></div><div><div><ul><li><p>
End-user support across mixed environments &ndash; strong Windows experience, with working knowledge of macOS (especially in Microsoft 365-heavy setups).</p></li></ul></div><div><ul><li><p>
Microsoft 365 core services &ndash; proficient in Outlook, Teams, OneDrive, SharePoint, and fundamental Azure AD/Entra concepts (users, groups, devices, MFA).</p></li></ul></div><div><ul><li><p>
Experience working with AI prompts and evaluating outcomes &ndash; ability to craft effective prompts, assess result quality, and apply outputs responsibly in a business or IT context.</p></li></ul></div><p></p><div><p><b>
PAKISTAN LOCATION &amp; EST HOURS REQUIREMENTS</b></p></div><div><p>
This position is specifically posted for candidates based in Pakistan. The following requirements are non-negotiable and central to performing the role effectively:</p></div><div><ul><li><p><b>
English Proficiency (Written):</b><b> </b>Exceptional written English is mandatory. You will communicate daily with North American colleagues and customers via ticketing systems, email, chat, and documentation. All written communications must be professional, clear, and precise &mdash; free of grammatical errors. You will be evaluated on written English proficiency during the hiring process.</p></li></ul></div><div><ul><li><p><b>
English Proficiency (Spoken):</b><b> </b>Strong spoken English is required. You will participate in video meetings, calls, and live chat with English-speaking customers and team members throughout your workday. The ability to convey technical information confidently and clearly in spoken English is essential.</p></li></ul></div><div><ul><li><p><b>
EST Hours:</b><b> </b>You must be available to work during core Eastern Standard Time (EST) business hours. Andromeda's customers and stakeholders operate during North American business hours, and real-time collaboration during those hours is a core requirement of this role. EST is UTC-5 (standard time) / UTC-4 (Eastern Daylight Time). Your primary working hours will generally align to 9:00 AM &ndash; 6:00 PM EST.</p></li></ul></div><div><ul><li><p><b>
On-Call Availability:</b><b> </b>Ability to participate in a rotating on-call schedule to help ensure continuous coverage for Andromeda's operations, including outside standard EST business hours on occasion.</p></li></ul></div><div><ul><li><p><b>
Schedule Flexibility:</b><b> </b>Willingness and ability to adapt your work schedule to accommodate shifting business needs, urgent issues, or time-sensitive projects as required.</p></li></ul></div><div><ul><li><p><b>
Management Reporting:</b><b> </b>Pakistan-based staff report to Asif Khan (Manager, Acquisition Integration and Pakistan IT Operations) for management, mentoring, and professional development, while receiving technical task direction from CSM Team leads and product owners.</p></li></ul></div><p></p><div><p><b>
SKILLS THAT SET YOU APART</b></p></div><div><ul><li><p>
Excellent written and spoken English &mdash; the ability to communicate clearly and professionally in all customer interactions is essential and considered a primary competency for this role.</p></li></ul></div><div><ul><li><p>
Exceptional documentation skills &mdash; able to produce thorough, accurate, and well-structured records of issues, resolutions, and processes.</p></li></ul></div><div><ul><li><p>
Outstanding customer service orientation with a demonstrated ability to deliver a warm, professional experience to every user.</p></li></ul></div><div><ul><li><p>
Strong ability to investigate, troubleshoot, and resolve technical issues independently and systematically.</p></li></ul></div><div><ul><li><p>
Ability to communicate complex technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences.</p></li></ul></div><div><ul><li><p>
Highly self-motivated and self-directed, with keen attention to detail and the ability to manage workload without close supervision.</p></li></ul></div><div><ul><li><p>
Comfortable working within a diverse, geographically distributed team across multiple time zones and cultural contexts.</p></li></ul></div></div><p></p><div><div><p><b>
WHAT SUCCESS LOOKS LIKE</b></p></div><div><p>
In this role, you will be measured not just by ticket closure rates, but by the quality of the experience you create for every customer you support. A successful CSM Team member:</p></div><div><ul><li><p>
Resolves issues quickly and thoroughly, with empathy and clarity.</p></li></ul></div><div><ul><li><p>
Anticipates problems through proactive monitoring rather than waiting to react.</p></li></ul></div><div><ul><li><p>
Communicates in clear, professional English that instills confidence in every customer interaction.</p></li></ul></div><div><ul><li><p>
Leaves every customer interaction better than they found it.</p></li></ul></div><div><ul><li><p>
Contributes to a team culture of accountability, improvement, and shared purpose.</p></li></ul></div><div><ul><li><p>
Is fully present and engaged during EST business hours, collaborating in real time with the broader ASTRO team.</p></li></ul></div><p></p><div><p><b>
OUR CULTURE &amp; VALUES</b></p></div><div><p>
The ASTRO IT team is committed to delivering reliable, secure, and scalable technology solutions with a customer-focused, service-oriented mindset. The CSM Team embodies this mission every day &mdash; going above and beyond to ensure that every Andromeda employee has the support they need to do their best work.</p></div><div><p>
We value curiosity, ownership, collaboration, and a relentless focus on the customer experience. Pakistan-based team members are full and valued members of the ASTRO family, and we invest in your growth, mentorship, and professional development.</p></div></div><p><b>
Exciting Benefits we offer:</b></p><ul><li><p>
Market-leading Salary</p></li><li><p>
Medical Coverage &ndash; Self &amp; Dependents</p></li><li><p>
Parents Medical Coverage</p></li><li><p>
Provident Fund</p></li><li><p>
Employee Performance-based bonuses</p></li><li><p>
Home Internet Subsidy</p></li><li><p>
Conveyance Allowance</p></li><li><p>
Profit Sharing Plan [Tenured Employees Only]</p></li><li><p>
Life Benefit</p></li><li><p>
Child Care Facility</p></li><li><p>
Company Provided Lunch/Dinner</p></li><li><p>
Professional Development Budget</p></li><li><p>
Recreational area for in-house games</p></li><li><p>
Sporadic On-shore training opportunities</p></li><li><p>
Friendly work environment</p></li><li><p>
Leave Encashment</p></li></ul><p></p><p><b><i>
Disclaimer:</i></b><i> At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we&rsquo;ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.</i></p><p></p><p><i>
In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.</i></p></div><p></p>

Amentum

<div><p>Amentum is seeking <b>IT Support Technicians</b> to support our DHS customer at their regional CONUS and OCONUS facilities.</p><p></p><p><i>
We are pipelining candidates for future roles in </i><b><i>Eloy, AZ; </i></b><b><i>San Diego, CA; </i></b><i>and </i><b><i>St. Louis, MO.</i></b></p><p></p><p>
With your fantastic attention to detail and follow-through, you will provide Tier 2 IT help desk support, assisting with hardware and software troubleshooting and providing video teleconferencing and remote support. With your experience with Windows operating systems including patching and updates, Active Directory, data encryption, and backup software, you will make a great addition to our team. In addition to your technical experience, you also have exceptional customer service skills and are willing to go the extra mile.</p><p></p><p><b>
Responsibilities:</b></p><ul>
<li><p>
Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units</p></li>
<li><p>
Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors. Also provide support of mobile and wireless devices to include smartphones, tablets, and hotspots</p></li>
<li><p>
Assist in testing, applying, and maintaining server configurations and related security patches, as well as maintaining and checking the health of systems and backups to include restore testing</p></li>
<li><p>
Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets</p></li>
<li><p>
Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure</p></li>
<li><p>
Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products</p></li>
<li><p>
Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events</p></li>
</ul><p></p><p>
Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success.<b> </b>Headquartered in Chantilly, Virginia, we have approximately 50,000 employees in more than 70 countries across all 7 continents.</p><p></p><p><b>
Minimum Requirements:</b></p><ul>
<li>
<p>Associates Degree, and at least 1 year of IT help desk support experience</p>
<ul><li><p>
Or High school diploma/GED, and at least 3 years of IT help desk support experience</p></li></ul>
</li>
<li><p>Hands-on experience with providing network, computer, server, device imaging/encryption, mobile, server and backup support</p></li>
<li><p>
Experience using the ServiceNow ticketing system (or similar ticketing system)</p></li>
<li><p>
Experience with the Microsoft Windows 11 operating system</p></li>
<li><p>
Experience with Microsoft Office365, including Microsoft Teams</p></li>
<li><p>
Experience with end-point management and reporting tools (SCCM, Bomgar, Zscaler, and PowerShell scripting)</p></li>
<li><p>
Familiarity with the ITIL process</p></li>
<li><p>
Good technical writing, presentation, and documentation skills</p></li>
<li><p>
Must be able and willing to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs.</p></li>
<li><p>
Must have a valid driver's license, access to personal transportation, and be able to pass a Motor Vehicle Records check</p></li>
<li><p>
Local and/or overnight travel to Government locations is required (local short notice travel to customer sites is common; extended overnight and air travel is typically less than 15% per year)</p></li>
<li><p>
Must be comfortable working in a Law Enforcement environment, which may consist of locations such as detention facilities, prisons, or jails</p></li>
<li><p>
Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.</p></li>
</ul><p></p><p><b>
Preferred Qualifications:</b></p><ul>
<li><p>
Prior experience of IT support in an Enterprise environment</p></li>
<li><p>
Experience with Windows Server 2019 and Hyper-V</p></li>
<li><p>
Experience with InfoBlox and NetBackup</p></li>
<li><p>
Experience performing hardware repair of HP computers/printers and Dell servers</p></li>
<li><p>
Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks</p></li>
<li><p>
Experience evaluating system performance results and recommending improvements or optimizations</p></li>
<li><p>
Experience planning and leading technology assignments and projects</p></li>
<li><p>
ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications</p></li></ul><p><br>
</p><p><b>Compensation Details:</b></p>
$33.00 - $35.00<p><br>
</p><p>The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.</p><p></p><p><b><br>
Benefits Overview:</b></p><p>
Our health and welfare benefits are designed to support you and your priorities. Offerings include:</p><ul>
<li><p>
Health, dental, and vision insurance</p></li>
<li><p>
Paid time off and holidays</p></li>
<li><p>
Retirement benefits (including 401(k) matching)</p></li>
<li><p>
Educational reimbursement</p></li>
<li><p>
Parental leave</p></li>
<li><p>
Employee stock purchase plan</p></li>
<li><p>
Tax-saving options</p></li>
<li><p>
Disability and life insurance</p></li>
<li><p>
Pet insurance</p></li></ul><p></p><p><i><br>
Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.</i></p><p><br>
</p><p><b>Original Posting:</b></p>
05/08/2026 - Until Filled<p>
Amentum anticipates this job requisition will remain open for at least three days, with a closing date no earlier than three days after the original posting. This timeline may change based on business needs.</p><p><br>
</p><p>Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.</p></div>

IT Support Technician

Diaconia, LLC.

<div>Description: <b>** This position is posted for future opportunities and is not an active opening at this time. **</b><p><b><br>
Job Description:</b></p><p>
We provide system development and full spectrum IT support services U.S. Federal client in DC Metro Area. The project needs a</p><p><b>
Helpdesk Specialist</b> to provide user support to internal and external users of the OFM Information System. Work in a team environment to support a software system. Support users, initial triage of trouble tickets, and assist with software testing.</p><p><b>
Responsibilities:</b></p><p>
The Helpdesk Specialist will provide Tier-1 user support Monday - Friday 8:30 - 5:00, via email and occasional Teams calls. Create/modify user accounts, respond to all Helpdesk emails for support. Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting. Work with the technical staff to conduct release and user acceptance testing (UAT).</p><p><b>
Job Responsibilities:</b></p><ul><li>Work independently to provide Tier-1 user support Monday - Friday, 8:30 - 5:00</li><li>Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts</li><li>Create/modify user accounts, respond to all Helpdesk emails for support.</li><li>Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting.</li><li>Participate in Release Smoke testing, and release testing in the user acceptance testing (UAT) environment</li><li>Write technical and user guide documentation</li></ul><b><i>
Disclaimer &quot;The responsibilities and duties outlined in this job description are intended to describe the general nature and level of work performed by employees within this role. However, they are not exhaustive and may be subject to change or modification at any time to meet the evolving needs of the organization.</i></b> Requirements:
<p><b>
Minimum Requirements:</b></p><ul><li>At least 2-3 years of experience in a Help Desk environment. This can include a Call Center</li><li>Excellent oral communication and writing skills</li><li>Solid knowledge of Microsoft Office Suite, especially Outlook</li><li>Has experience administering user accounts, passwords, and emails; and reviewing and maintaining security policies in accordance with Government and industry guidelines and best practices</li><li>Experience triaging issues reported by users in emails or in trouble tickets</li></ul><p><b>
Preferred Skills:</b></p><ul><li>ServiceNow reporting</li><li>Software Testing</li></ul><p><b>
Clearance requirements:</b></p><p>
Candidates <b>must be able to obtain and maintain </b>a <b>Top-Secret DoD security</b> <b>clearance.</b> An active clearance is preferred; however, an Interim clearance is acceptable for starting the position.</p><p><b>
Work Schedule</b>:</p><p>
This position<b> requires</b> a<b> hybrid work schedule,</b> currently with <b>two days per week onsite</b>. Onsite requirements are subject to change at the <b>discretion of our U.S. Government client.</b></p></div>

Helpdesk Specialist

DecisionPoint Corporation

<div>
 We are seeking an experienced
 <strong>
  Service Desk Technician (Weekend Shift)
 </strong>
 to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role.
 <br/>
 <br/>
 This position is remote.
 <br/>
 <br/>
 <strong>
  Duties &amp; Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide Tier 1 technical support to end-users via phone, email, and chat to include remote computer support.
  </li>
  <li>
   Owning, tracking, and resolving Information Technology (IT) incidents and requests.
  </li>
  <li>
   Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO&rsquo;s).
  </li>
  <li>
   Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
  </li>
  <li>
   Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
  </li>
  <li>
   Provide knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP&rsquo;s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions.
  </li>
  <li>
   Logging/Tracking trouble tickets to escalate to other IT support groups.
  </li>
  <li>
   Creating, modifying, or deactivating user accounts.
  </li>
  <li>
   Developing and maintaining operational &amp; knowledge management documentation in the Service Desk Tier 1 document management system.
  </li>
  <li>
   Responding to all assigned calls and messages in order of priority and severity.
  </li>
  <li>
   Serve as the First contact for users via phone or email for all IT-related inquiries and incidents.
  </li>
  <li>
   Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
  </li>
  <li>
   Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
  </li>
  <li>
   Maintain a professional appearance and demeanor during duty hours and when working with the user community.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
  </li>
  <li>
   High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role.
  </li>
  <li>
   A proven track record of providing exceptional customer service.
  </li>
  <li>
   Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems ( Windows), Microsoft Office, O365 web browsers, electronic email and other software.
  </li>
  <li>
   Ability to work independently and collaboratively in a fast-paced environment.
  </li>
  <li>
   Strong customer service orientation.
  </li>
  <li>
   Proven analytical and problem-solving abilities.
  </li>
  <li>
   Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment.
  </li>
  <li>
   Possess excellent written, verbal, and interpersonal communication skills.
  </li>
  <li>
   Highly self-motivated and directed.
  </li>
  <li>
   Keen attention to detail.
  </li>
  <li>
   Team-oriented and skilled in working within a collaborative environment.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   ITIL Certification
  </li>
  <li>
   Help Desk Institute Certifications
  </li>
  <li>
   CompTIA A+ or Microsoft Certified Professional
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Our Equal Employment Opportunity Policy
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
  </li>
  <li>
   Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
  </li>
  <li>
   Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.
  </li>
 </ul>
</div>


Service Desk Technician (Weekend Shift)

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