Tier 1 Support Agent - Special Projects

Job Title: Tier 1 Support Specialist (Helpdesk)

Location: Remote / Hybrid (as applicable)
Schedule: Monday – Friday, typically 8:00 AM – 5:00 PM EST (flexibility required)

Position Overview

We are seeking a reliable and technically capable Tier 1 Support Specialist to serve as the first point of contact for a variety of client accounts. This role functions as a helpdesk agent, providing frontline technical support and coordination across multiple stakeholders including field technicians, customers, and internal teams.

The ideal candidate is detail-oriented, communicates clearly, and is comfortable troubleshooting technical issues while managing documentation and support workflows. Hybrid options for candidates in the Philly / South Jersey market!

Key Responsibilities

• Serve as the primary point of contact for incoming support requests across multiple client accounts
  
• Communicate directly with field technicians, customers, internal hiring teams, project teams, and leadership
  
• Provide Tier 1 technical support using client-provided documentation and support portals
  
• Troubleshoot and assist field technicians in resolving issues prior to escalation
  
• Collect and review required deliverables and sign-off documentation from field activities
  
• Accurately document site visit outcomes to ensure proper billing and vendor payment processing
  
• Maintain clear, timely, and professional communication across all channels (phone, email, messaging)
  

Required Qualifications

• Strong technical aptitude and problem-solving skills
  
• Basic understanding of networking concepts
  
• Experience with Windows-based PC configuration and troubleshooting
  
• Excellent communication skills (verbal, written, and digital)
  
• Ability to multitask and manage priorities in a fast-paced environment
  

Preferred Skills & Experience

• Familiarity with media player devices (e.g., BrightSign, SCALA, Stratacache)
  
• Experience working within ticketing systems (e.g., Zendesk, ServiceNow, Service Channel)
  
• Experience using Salesforce
  
• Proficiency with G Suite and/or Microsoft Excel/Sheets
  

Schedule & Flexibility

This position is primarily staffed Monday through Friday from 8:00 AM to 5:00 PM EST. However, flexibility is required to support client needs, which may occasionally include early morning, late evening, or overnight shifts.

What We’re Looking For

• A proactive communicator who can confidently interact with both technical and non-technical stakeholders
  
• Someone who thrives in a structured yet dynamic environment
  
• A team player who takes ownership of tasks and follows through to completion

If you're looking to grow your career in technical support while working with a collaborative and fast-paced team, we encourage you to apply.