About the Company
Infosys Public Services (IPS) is a leader in consulting, technology, and next-generation services, helping public sector organizations navigate their digital transformation journeys. We bring a client-centric approach, deep industry expertise, and a global delivery model to deliver innovative solutions that drive tangible results for governments and citizens. At IPS, we are committed to fostering an inclusive environment where every employee can thrive and contribute to meaningful projects.
Job Description
We are seeking a dedicated and enthusiastic individual to join our team as a Government IT Helpdesk Support (Tier 1) – 100% Remote. This entry-level position is perfect for someone eager to start a career in IT support, specifically within the public sector. You will be the first point of contact for government users experiencing technical issues, providing essential support and ensuring smooth operations. This is a fully remote role, offering flexibility and the opportunity to contribute to critical government functions from anywhere within the United States. Full training will be provided to equip you with the knowledge and tools needed to succeed in this vital role.
Key Responsibilities
- Provide Tier 1 technical support and problem resolution for government agency end-users via phone, email, and chat.
- Log, track, and manage all support requests and incidents using a ticketing system, ensuring accurate and detailed documentation.
- Troubleshoot and resolve common hardware and software issues, including operating systems, network connectivity, and standard office applications.
- Assist users with account management, password resets, and access permissions.
- Escalate complex or unresolved issues to Tier 2 support or specialized teams as necessary, following established protocols.
- Provide clear, concise, and professional communication to users, keeping them informed of progress and resolution.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
- Adhere to all security policies and procedures relevant to government data and systems.
Required Skills
- Basic understanding of computer hardware and software principles.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Strong problem-solving abilities and an analytical mindset.
- Ability to work independently and manage time effectively in a remote environment.
- Proficiency with common office applications (e.g., Microsoft Office Suite).
- High school diploma or equivalent.
- Must be a U.S. citizen and be able to obtain and maintain a public trust clearance (or similar government clearance).
Preferred Qualifications
- Associate's degree or coursework in Information Technology, Computer Science, or a related field.
- Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
- Understanding of basic networking concepts (TCP/IP, DNS).
- Relevant certifications (e.g., CompTIA A+, Google IT Support Professional Certificate).
- Prior experience in a customer service role.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Fully remote work model with flexible scheduling options.
- Employee assistance program.
- Access to a wide range of learning resources and certification programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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