Help Desk Specialist I - Tier 1 Support

Job Description

Job Description

Help Desk Specialist I (Tier 1 Support) – Remote Flexibility | 24/7 Operations

Join 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 equivalent

• 1+ year of IT help desk, service desk, or technical customer support experience

• Working knowledge of Windows, Microsoft Office, and web-based applications

• Strong written and verbal communication skills with a customer-first mindset

• Ability to work rotating shifts, including nights, weekends, and holidays

• U.S. Citizenship and ability to pass a background investigation

Preferred Qualifications:

• Bilingual English/Spanish skills

• CompTIA A+, HDI, or similar technical/customer service certifications

• Experience with enterprise ticketing tools such as ServiceNow

• Familiarity supporting government, trade, or large-scale external customer environments

• Prior experience in regulated, public sector, or high-volume help desk settings

If you enjoy solving problems, helping customers, and working in a collaborative technical environment, this is an excellent opportunity to grow your IT support career.