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