Tier I Help Desk Technician

TekSynap; Kentucky; Remote; USD 10,000 - 60,000; Part time

Job summary

A technology consulting company is seeking a part-time Tier I Help Desk Technician to provide high-quality technical support. This remote role requires strong communication skills and the ability to assist users with troubleshooting. Candidates should have 1-3 years of experience in similar roles and the flexibility to work varied shifts, mainly weekends and nights. A background in IT is preferred, but not mandatory.

Qualifications

• 1-3 years of experience in a similar role.
• Flexibility to work up to 12-hour shifts.
• Must be a U.S Citizen.

Responsibilities

• Respond to user calls, emails, and help desk tickets.
• Create, update, and close help desk tickets accurately.
• Collaborate with other support staff for ticket resolution.
• Assist end users with troubleshooting technical issues.

Skills

Strong verbal and written communication skills

Ability to assist users effectively

Collaboration skills

Tools

ServiceNow

Five9

Job description

Overview

We are seeking a part time Tier I Help Desk Technician to provide high quality technical support to our end users.

The Tier I Help Desk Technician will be responsible for answering calls, logging incidents in the ticketing system, and providing customers with accurate information and troubleshooting assistance. While an IT background is not mandatory, the ability to assist users in resolving issues effectively is essential. Strong written and verbal communication skills, the ability to adapt to diverse environments, and a collaborative mindset are critical for success in this role.

Responsibilities

• Respond to user calls, emails, and trouble tickets to provide general IT support.
• Create, update, and close out help desk tickets accurately and efficiently.
• Collaborate with other Tier I and Tier II support staff to ensure proper hand-off and escalation of tickets for timely resolution.
• Provide Tier I support, including incident management, basic troubleshooting, and non-invasive corrective actions.
• Perform First Call Resolution (FCR) whenever possible, documenting incidents clearly and concisely in the ServiceNow ticketing system.
• Assist end users with "how-to" questions, troubleshooting, diagnosing, and resolving technical issues.
• Monitor and alert management regarding recurring issues and patterns.
• Assign and transfer calls/tickets to Tier II technicians as needed.
• Conduct daily Quality Assurance (QA) reviews to maintain high service standards.
• Participate in regular team meetings, process improvement initiatives, and ongoing training sessions.
• Demonstrate strong communication and interpersonal skills to build and maintain professional relationships with customers and office staff.
• Complete additional educational courses and learning materials as assigned.
• This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery.

Required Qualifications

• 1-3 years of experience in a similar role.
• Prior experience in a government consulting services environment is preferred.
• Strong verbal and written communication skills in English, with the ability to effectively assist users via email, phone, and desk-side support.
• Flexibility to work up to 12-hour shifts (including weekends and overnight shifts) with a 1-hour meal break, as well as participate in on-call schedules or other timeframes specified by management.
• Experience with ServiceNow and Five9 is a plus.
• Reliable internet service for remote work.
• Must successfully pass a drug screen
• Must be a U.S Citizen

Work Environment and Additional Information

Location: remote/telework

Type of environment: Home Office

Noise level: Low

Work schedule: Part-Time, up to 30 hours per week. This role will cover a 24/7 schedule, primarily focusing on weekends and overnight shifts to ensure consistent service delivery. Must be flexible to support other shifts when needed. May be requested to work weekends to meet program and contract needs. Travel: Less than 10%

Physical demands are described separately below and may be accommodated where needed.

Work Authorization / Security Clearance

Must be a U.S. Citizen

Equal Employment Opportunity

TekSynap is an equal employment opportunity employer. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law. If you need a reasonable accommodation to search for a job opening or to submit an application, please contact [e-mail] for assistance.

Other Information

The information in this job description is not exhaustive and may be amended at any time. TekSynap is a drug-free workplace and may conduct drug testing in accordance with applicable laws. We may require drug screening to ensure a safe and compliant working environment.

#remote #telework