Tier 1 Help Desk - Remote

Location: Fully Remote
Equipment Pickup Requirement: Must be able to travel to Orlando FL or 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

Bilingual: English Spanish preferred

Position Overview

We are seeking a 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

• Bilingual Spanish/English

• 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 both Spanish and English

• 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

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