Helpdesk Support Specialist – Tier I

Executive Recruiting Agency, LLC; Dallas (TX); Remote; USD 32,000 - 45,000; Part time

Job summary

Executive Recruiting Agency, LLC is seeking a Tier I Helpdesk Support Specialist to provide frontline IT assistance for employees and contractors in a fully remote role. You will troubleshoot issues, assist with onboarding, and manage support tickets to ensure smooth daily operations.

The position requires strong communication and customer-service skills, with experience in helpdesk environments and the ability to work rotating weekend shifts.

Qualifications

• Minimum 2 years of relevant IT support experience or a degree in a technology-related field.
• Experience providing Tier I helpdesk or technical support.
• Familiarity with helpdesk ticketing systems.
• Must be available to work rotating weekend shifts.

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.

Skills

Tier I Helpdesk

Remote support

Communication

Customer service

Onboarding support

Education

Degree in technology-related field

Tools

Helpdesk ticketing systems

Job description

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.