Help Desk Specialist I - Tier 1 Support

Help Desk Specialist I (Tier 1 Agent - External)

Background Investigation Ashburn, VA / Orlando, FL / San Antonio, TX

Primarily remote, within commuting distance

Rotating shifts, 24x7x365 coverage required14160 Personal Computer Support Technician• Serve as 24x7x365 centralized

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

Looking to grow your IT support career in a high-impact, fast-moving environment? Join a collaborative technical support team providing frontline assistance to external users, business partners, and government stakeholders in a 24/7/365 operations setting.

As a Tier 1 Help Desk Specialist, you’ll serve as the first point of contact for technical questions, system access issues, and service requests. You’ll support users through phone, chat, email, and ticketing platforms while delivering outstanding customer service and timely problem resolution.

Key responsibilities include troubleshooting application and access issues, documenting incidents, managing ticket workflows, escalating complex problems, and keeping users informed throughout the resolution process.

What You Bring:

• High school diploma or equivalent

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

• Knowledge of Windows, Microsoft Office, and web-based applications

• Strong communication skills with a customer-focused approach

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

• U.S. Citizenship and ability to successfully complete a background investigation

Preferred Qualifications:

• Bilingual English/Spanish communication skills

• CompTIA A+, HDI, or similar certifications

• Experience with ServiceNow or enterprise ticketing tools

• Background supporting large-scale customer environments, government operations, or regulated industries

This opportunity is ideal for problem-solvers who enjoy helping people, working with technology, and contributing to mission-critical operations. If you thrive in dynamic support environments and want to build valuable technical experience, we’d love to connect.