Help Desk Support Specialist

Remote: 100% Remote – must reside within the continental United States

Location: Only people who reside in the Eastern and Central Time Zones will be considered.

Employment Type: 6-month contract (W-2 only) – possibility to extend

Compensation: Up to $18/hour (depending on experience)

This Tier 1 IT Help Desk (Service Desk) role provides first-line technical support to end users in a fully remote environment. You will serve as the initial point of contact for IT-related issues, focusing on timely resolution, accurate documentation, and a positive customer experience. Success in this role means resolving as many issues as possible on first contact while ensuring clear communication and proper escalation when needed.

Responsibilities:

• Respond to incoming support requests via phone and chat, delivering professional and customer-focused technical assistance.

• Troubleshoot and resolve basic IT issues related to Windows operating systems, printers, and network connectivity.

• Accurately log, track, and update incidents and service requests using ServiceNow or a comparable ticketing platform.

• Resolve issues during the first interaction whenever possible and escalate more complex problems to Tier 2 or specialized teams following defined procedures.

• Document reported issues, troubleshooting steps taken, and final resolutions in a clear and detailed manner.

• Guide non-technical users through step-by-step troubleshooting processes in a patient and understandable way.

• Adhere to defined schedules, including evenings and rotating Saturdays, and actively participate in required training and ramp-up activities.

• Maintain data privacy and security standards while handling user accounts, credentials, and system access.

Required Skills:

• At least 6 months of IT support experience or a relevant degree or industry-recognized IT certifications.

• Hands-on experience troubleshooting Windows OS, printers, and basic network connectivity issues.

• Experience creating, managing, and updating tickets in ServiceNow or a similar incident management system.

• Ability to assess issues quickly, resolve common problems independently, and escalate appropriately when necessary.

• Strong documentation skills with attention to detail in recording technical issues and solutions.

• Demonstrated experience providing phone and/or chat-based technical support in a customer-facing environment.

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Reliable work-from-home setup that includes a wired internet connection and a private, distraction-free workspace.

Preferred Skills:

• Exposure to healthcare or clinical applications and an understanding of supporting users in regulated environments.