Help Desk Specialist I – Tier 1 Support

About the role

Join a fast‑paced technical support team that provides frontline assistance to external users in a 24/7/365 environment. As the first point of contact, you will help customers, government partners, and business users resolve application and access issues.

Key responsibilities

• Receive and manage inbound support requests via phone, chat, email, and ticketing system.
• Perform incident intake, problem triage, and documentation.
• Escalate complex issues and maintain communication with users about ticket status and resolution progress.
• Provide exceptional customer service while troubleshooting Windows, Microsoft Office, and web‑based applications.

Required profile

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

Required skills

• Working knowledge of Windows operating system.
• Proficiency with Microsoft Office suite.
• Experience with web‑based applications.
• Familiarity with enterprise ticketing tools such as ServiceNow.