Help Desk Specialist I – Tier 1 Support (Remote)

About the role

Join a fast‑moving technical support team that provides 24/7/365 frontline assistance to external users, business partners, and government stakeholders. As a Help Desk Specialist I you will be the first point of contact for technical questions, system access issues, and service requests, working remotely with flexible scheduling.

Key responsibilities

• Respond to user inquiries via phone, chat, email, and ticketing platforms.
• Troubleshoot application, Windows OS, and access problems.
• Document incidents and manage ticket workflows in ServiceNow or similar tools.
• Escalate complex issues to higher‑level support while keeping users informed.
• Maintain accurate records and contribute to knowledge‑base articles.

Required profile

• High school diploma or equivalent.
• At least 1 year of experience in a help desk, service desk, or technical customer support role.
• U.S. citizenship and ability to pass a background investigation.
• Willingness to work rotating shifts, including evenings, weekends, and holidays.

Required skills

• Proficiency with Windows operating systems.
• Strong knowledge of Microsoft Office applications.
• Experience using web‑based applications.
• Familiarity with ServiceNow or other enterprise ticketing tools.