Remote Tier 1 Service Desk Specialist — IT Support

iQuasar, LLC

United States

Remote

USD 45,000 - 65,000

Full time

14 days+

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Job summary

iQuasar LLC is looking for a Tier 1 Service Desk Specialist for a contract, remote position in the United States. The role handles calls, emails, and live chat while coordinating on-site support as needed.

You will manage incidents, service requests, and ticket updates to meet SLAs, with a focus on clear communication and strong customer service. This full-time remote role supports enterprise IT operations.

Qualifications

High School Diploma or GED required.
Experience with Microsoft 365 apps: Outlook, Word, Excel, Teams, OneDrive.
Familiarity with Windows 10/11 and basic hardware.
Active Directory password resets and account unlocks.
Experience with ITSM ticketing (ServiceNow or equivalent).
US Citizenship or permanent resident status for 3 years and tax compliance.
Strong customer service and communication skills.

Responsibilities

Ticket Creation and Handling across calls, email, self-service, chat, and on-site coordination.
Incident management and escalation to restore services quickly.
Initial telephone and email handling during working hours with proper documentation.
Update tickets to meet SLAs and ensure accurate resolution status.
Handle critical events and maintain real-time visibility for SD agents.
Support remote desktop tools and online collaboration platforms.