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.
