Tier 1 Help Desk

Other Positions
Remote
July 6, 2026
Application ends: October 3, 2026

Job Description

REQUIREMENTS

  • High school diploma or equivalent required
  • Minimum 1 year of Help Desk, call center, customer support, or technical support experience
  • Working knowledge of:
    • Windows operating systems
    • Microsoft Office products
    • Web-based applications and remote support tools
  • Strong verbal and written communication skills
  • Excellent customer service and problem-solving abilities
  • Ability to multitask and work efficiently in a high-volume support environment
  • Comfortable working rotating shifts, including evenings, weekends, and holidays
  • U.S. Citizenship required
  • Must be able to successfully pass a background investigation

Preferred

  • Experience using ServiceNow or similar ticketing systems
  • CompTIA A+ or similar technical certifications
  • Experience supporting enterprise or government-related environments
  • Previous call center or technical customer support experience
  • Familiarity with trade, logistics, or compliance-related support environments is a plus

RESPONSIBILITIES

  • Serve as the first point of contact for users seeking technical assistance and general support
  • Handle incoming support requests through phone, chat, email, and ticketing systems
  • Troubleshoot basic to intermediate technical issues related to Windows systems, Microsoft applications, account access, and web-based platforms
  • Document all customer interactions, troubleshooting steps, and resolutions within the ticketing system
  • Escalate unresolved or complex issues to higher-level support teams when appropriate
  • Provide timely updates and follow-up communication to users regarding ticket status and resolution progress
  • Deliver professional customer service while managing multiple requests in a fast-paced environment
  • Support users with application access, navigation issues, and general technical guidance

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