Tier 1 Service Desk Specialist

iQuasar, LLC; United States; Remote; USD 45,000 - 65,000; Full time

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.

Skills

Customer service

Communication skills

Multitasking

Organizational skills

Education

High School Diploma or GED

Tools

ServiceNow ITSM

Active Directory

Microsoft 365 basics

Job description

iQuasar LLC has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision

We are seeking a Tier 1 Service Desk Specialist for a contract position.

• Position: Tier 1 Service Desk Specialist
• Position Type: Full-time-Remote

Role Specific Duties/ Role Responsibilities:

• Ticket Creation and Handling: Receive calls made to a single phone number (provided by the
  government), via email, self-service portal, live chat, or contacting on-site support personnel.
  Future possibilities may include texting.
• Support-Incident Management: Provide impact- and priority- based Incident categorization in
  order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
• Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours.
  Accept Users' requests for service, record the request, and attempt resolution. If the agent
  handling the request cannot resolve the issue, escalat the ticket to the appropriate personnel.
• Initial Email Handling: Check for requests coming through email on a regular basis and create
  tickets based on these requests as required by the appropriate SLAs.
• Critical Events Handling:
  • Establish means to accept these events and to track them via ITSM tickets
  • Manage resolution process in a manner that meets and/or exceeds applicable SLA
  • Make information about these critical events available to all SD agents for real-time
    reference.
• Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the
  applicable SLAs.
• Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has,
  in fact, been fully resolved and that the service has been restored. When an issue is resolved,
  change the status of the ticket to "Resolved." Follow up periodically to verify the service meets
  client expectations; close when completed.
• Incident Handling and Management: Assume responsibility for resolving Incidents in a
  manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance
  if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
• Problem Handling and Management: Continuously review Incident data as well as other
  sources of information to identity trends that may lead to discovery of a common cause of
  incoming incidents. When such a cause is determined, create a Problem ticket and link all
  related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident
  tickets.
• Request Fulfillment (Service Request) Management: Receive requests from a variety of
  sources including user or technician telephone call and voicemail, user or technician e-mail,
  and User or technician walk-in.
• Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution
  regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
• User Notification: Notify Users about planned maintenance windows and outages via e-mails.
  Remote Desktop Management: Provide configuration and troubleshooting assistance using
  supplied remote desktop management tools such as BeyondTrust (Bomgar).
• Application Support: Assist users with configuration, troubleshooting and answering "how-to"
  questions related to usage of standard and other approved applications.
  Assistive Technology User Support: Assist Users using assistive technology tools, such as
  Windows Ease of Use and Jaws.
• On-Line Collaboration Tool Support: Support use and management of provided On-line
  collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for
  scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.

Required Qualifications:

• Education: High School Diploma or GED (required)
• Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
• Windows 10/11 operating systems
• Active Directory user administration: Password resets, Account unlocks, Basic user account updates
• Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
• Network fundamentals: VPN connectivity, Wi‑Fi troubleshooting, Basic TCP/IP concepts
• ServiceNow or equivalent ITSM ticketing system
• Customer Service Skills:
  • Strong verbal and written communication skills
  • Ability to communicate technical information to non-technical users
  • Ability to handle high call volumes professionally
  • Experience documenting incidents and requests accurately
  • Strong organizational and multitasking abilities
  • Ability to work in a metric-driven environment
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Preferred Qualification:

• One of the following:
  • CompTIA A+
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL 4 Foundation
  • Microsoft 365 Fundamentals (MS-900)

iQuasar LLC is a proud partner of the Military Spouse Employment Partnership (MSEP) and the Virginia Values Veterans (V3) Program, reflecting our strong commitment to supporting military spouses, veterans, and inclusive hiring practices. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental/veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, non-merit factors, or any other characteristics protected by applicable law.

This is a remote position.