Tier 1 Help Desk - Remote

Location: Fully Remote

Equipment Pickup Requirement: Must be able to travel to Ashburn, VA to pick up equipment

Schedule: Rotating 24/7 shifts including nights, weekends, and holidays

Clearance Requirement: Must successfully pass a background investigation

Employment Type: Full-Time

Position Overview

We are seeking customer-focused Help Desk Specialists to join a high-volume support team providing frontline technical assistance to external users and partner organizations. This role is ideal for someone with strong communication skills, a technical support background, and the ability to remain calm and professional in a fast-paced environment.

This is a fully remote opportunity supporting users across a 24/7 operation. Candidates must be flexible with rotating schedules and comfortable handling inbound support requests through multiple communication channels.

Key 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

Qualifications

• 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

• Bilingual English/Spanish strongly 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

Additional Information

• Fully remote position
• Equipment pickup required in Ashburn, VA
• Rotating 24/7 support environment
• Opportunity to grow within a collaborative technical support team