Providing first-level technical support, the full-time Help Desk Specialist I will assist employees and contractors in a remote environment by responding to service requests, troubleshooting various issues, and documenting incidents in ServiceNow.
Key responsibilities
• Serve as the Tier 1 customer support Point of Contact for all inquiries and incidents in a 24x7x365 help desk environment
• Accurately log and document all incidents and service requests while performing initial troubleshooting and escalation as necessary
• Monitor ticket status and communicate updates to customers, ensuring timely resolution of issues
Required qualifications
• Minimum 1 year of experience in IT help desk or technical customer support
• Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship required with the ability to pass a CBP Background Investigation
• High school diploma or equivalent required