Senior Help Desk Specialist - Remote IT Support (Tier III)

Executive Staff Recruiters / ESR Healthcare; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

ESR Healthcare seeks a Tier III Help Desk Support Specialist to provide advanced technical support for government clients from a remote setting in the United States. The role emphasizes strong problem solving, ITIL processes, and customer satisfaction.

The candidate should have 5–6 years of relevant experience, a high school diploma or GED, and may hold certifications such as HDI, CompTIA A/Net/Security or MCSE. A security clearance/NACI is preferred.

Qualifications

• High School Diploma or GED required.
• 5–6 years of relevant experience.
• Security clearance/NACI preferred for this role.

Responsibilities

• Provide first-tier and advanced troubleshooting support.
• Triage, diagnose, and resolve hardware and software issues on laptops, printers, scanners, and peripherals.
• Accept and document tickets via phone, email, or ticketing system.
• Ensure compliance with gov't policies and escalation timelines.
• Record detailed steps and actions taken in each ticket.
• Follow ITIL processes from incident to resolution.

Skills

Customer service

Problem solving

Communication skills

Teamwork

Independent worker

Time management

Education

High School Diploma or GED

Tools

Remedy

ServiceNow

Microsoft Office

Job description

ESR Healthcare seeks a Tier III Help Desk Support Specialist to provide advanced technical support for government clients from a remote setting in the United States. The role emphasizes strong problem solving, ITIL processes, and customer satisfaction.

The candidate should have 5–6 years of relevant experience, a high school diploma or GED, and may hold certifications such as HDI, CompTIA A/Net/Security or MCSE. A security clearance/NACI is preferred.