Help Desk Staff

Remote, USA • Full-time • Posted 2026-05-31

Support triage meetings with stakeholders to coordinate and collect additional information relevant to end-user issues
Receive telephone calls and emails from users having problems using computer software and hardware
Act as first point of contact for customer concerns and issues
Handle customer complaints, provide appropriate solutions and alternatives, and perform follow-ups to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents accordingly
Analyze problems and provide technical assistance, support, and advice to end users
Determine whether problems are caused by hardware, software, or systems
Perform incident management activities: categorize and enter tickets into tracking systems
Troubleshoot issues, train customers, maintain documentation, and ensure customer satisfaction

Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c)
HS Diploma/GED
Five (5)+ years of experience in supporting Information Technology (60 months)
Analyze problems and provide technical assistance, support, and advice for hardware, software, and systems
Study and resolve computer software and hardware problems
Determine whether issues are caused by hardware, software, or system
Incident management and ticket categorization/entry
Experience helping customers with product-related inquiries and technical problems
Troubleshoot customer issues and provide appropriate solutions and follow-ups
Provide technical support, train customers, maintain documentation
Strong technical understanding of IT systems and services
Excellent written and verbal communication, organizational, problem-solving, analytical, and teamwork skills
Ability to perform complex technical tasks
Open to learning new technologies
Desired: Bachelor’s Degree