Tier 1 Helpdesk Technician (Tues-Sat 12AM-9AM CST)

Job Description

We are seeking a dedicated and customer-focused Tier 1 Customer Support Representative to join our client’s team in the education space. This is an exciting opportunity to support a mission-driven organization that is transforming the way students and educators engage with technology.

As the first point of contact for users, you will play a critical role in delivering a seamless support experience. You’ll be trained on proprietary systems and tools, but we’re looking for someone who already brings a solid foundation in technical troubleshooting, a proactive mindset, and a passion for helping others.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

REQUIRED SKILLS AND EXPERIENCE

Qualifications:

• 2+ years of experience in a Tier 1 IT Support or Technical Customer Service role.

• Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies).

• Experience using a ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).

• Excellent customer service skills with a strong sense of empathy, patience, and professionalism.

• Strong verbal and written communication skills, including polished phone etiquette.

• Ability to work independently in a remote environment with a reliable internet connection.

• Comfortable learning new systems and adapting to evolving processes.

Key Responsibilities:

• Provide first-level technical support via phone, email, and chat to educators, administrators, and students.

• Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems.

• Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution.

• Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times.

• Collaborate with internal teams to escalate complex issues and ensure customer satisfaction.

Maintain up-to-date knowledge of system updates, product features, and support protocols