Help Desk Specialist I
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Job Description
Job DescriptionHelp Desk Specialist I (Tier 1 Support) – Remote Flexibility | 24/7 OperationsJoin a fast-paced technical support team delivering critical frontline assistance to external users in a 24/7/365 environment. This role serves as the first point of contact for customers, government partners, and business users seeking technical assistance, system guidance, and issue resolution.
You will manage inbound support requests through phone, chat, email, and ticketing systems, providing exceptional customer service while troubleshooting application and access issues. Responsibilities include incident intake, problem triage, documentation, escalation management, and ongoing communication with users regarding ticket status and resolution progress.
Success in this role requires strong technical aptitude, excellent communication skills, and the ability to thrive in a rotating shift environment supporting mission-critical operations.
What You’ll Bring:High school diploma or equivalent1+ year of IT help desk, service desk, or technical customer support experienceWorking knowledge of Windows, Microsoft Office, and web-based applicationsStrong written and verbal communication skills with a customer-first mindsetAbility to work rotating shifts, including nights, weekends, and holidaysU.
S. Citizenship and ability to pass a background investigationPreferred
Qualifications:
Bilingual English/Spanish skillsCompTIA A+, HDI, or similar technical/customer service certificationsExperience with enterprise ticketing tools such as ServiceNowFamiliarity supporting government, trade, or large-scale external customer environmentsPrior experience in regulated, public sector, or high-volume help desk settingsIf you enjoy solving problems, helping customers, and working in a collaborative technical environment, this is an excellent opportunity to grow your IT support career.
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