Remote Tier 1 Help Desk Specialist

ASRC Federal; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

ASRC Federal Cyber LLC is seeking a Technical Support Specialist 1 to deliver remote Tier 1 help desk support for FDA OII Applications. You will handle calls, emails, and tickets with attention to quality and customer service, using ServiceNow and KB tools to resolve issues.

The role requires a high school diploma (some college preferred), US citizenship, and 2+ years in a customer service or help desk environment. Strong organizational skills and teamwork are essential.

Qualifications

• High School Diploma or GED; some college coursework preferred.
• Must be able to work 6:00 AM–7:00 PM Mountain Time.
• U.S. Citizenship required.
• 2+ years in contact center/customer service or equivalent help desk experience.
• Knowledge of customer service practices/quality management is a plus.
• Must pass Federal Government background investigation (FDA Public Trust).

Responsibilities

• Provide Tier 1 end-user support for FDA OII Applications clients.
• Answer calls, emails, and tickets from customers.
• Use Knowledgebase to retrieve and improve KB solutions.
• Log incoming interactions in ServiceNow.
• Utilize internal Contact Center tools as required.

Skills

Organizational skills

Multitasking

Problem solving

Team player

Education

High School Diploma/GED

Some college coursework

Tools

ServiceNow

Knowledgebase tools

Job description

ASRC Federal Cyber LLC is seeking a Technical Support Specialist 1 to deliver remote Tier 1 help desk support for FDA OII Applications. You will handle calls, emails, and tickets with attention to quality and customer service, using ServiceNow and KB tools to resolve issues.

The role requires a high school diploma (some college preferred), US citizenship, and 2+ years in a customer service or help desk environment. Strong organizational skills and teamwork are essential.