Tier 1 Help Desk - Remote

**Location:** Fully Remote **Equipment Pickup Requirement:** Must be able to travel to Orlando, FL 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 **Position Overview** --------------------- We are seeking 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** ------------------ * 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 * 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