Helpdesk Support Specialist – Tier I

Location: Fully Remote
Pay: $28 per hour
Contract: 5 Months
Schedule: Rotating weekend shifts required (schedule may change based on business needs)

Job Overview

We are seeking a Tier I Helpdesk Support Specialist to provide technical assistance to employees and contractors. This position involves troubleshooting IT issues, assisting with new employee onboarding, and resolving support tickets.

Key Responsibilities

• Provide Tier I technical support via phone, chat, and helpdesk ticketing system.

• Troubleshoot and resolve common hardware, software, and technical issues.

• Assist new employees and contractors with IT onboarding using established checklists.

• Guide users through onboarding sessions using Zoom Workplace.

• Document technical issues, troubleshooting steps, and resolutions in helpdesk tickets.

• Escalate complex technical problems to Systems Administrators or higher-level IT support.

• Identify and report critical or widespread technical issues to IT management.

• Collaborate with IT team members to resolve technical problems efficiently.

• Deliver professional and responsive customer service.

Requirements

• Minimum 2 years of relevant IT support experience OR a degree in a technology-related field.

• Experience providing Tier I helpdesk or technical support.

• Ability to troubleshoot common IT issues and assist end users.

• Familiarity with helpdesk ticketing systems.

• Comfortable providing technical assistance over the phone, through chat, and via Zoom.

• Strong communication, problem-solving, and customer service skills.

• Ability to work independently and collaboratively in a remote environment.

• Must be available to work rotating weekend shifts.