Help Desk Specialist

Our client is looking to hire several bilingual (English and Spanish) Help Desk Technicians to join a team supporting 1,800+ users. As the first point of contact, you’ll assist with technical issues ranging from register problems to printer jams, ensuring users get back up and running quickly.

Responsibilities

• Answer inbound support calls, emails, and web service submissions from store associates, creating and updating tickets for each issue.
• Troubleshoot common hardware and software issues (registers, printers, pin pads, scanners, etc.).
• Guide store employees through basic fixes and escalate complex issues as needed.
• Follow documented SOPs, known issues, and how-to guides to deliver consistent support.
• Maintain clear, accurate records in the ticketing system (ServiceNow).
• Track open tickets, follow up on unresolved issues, and close out completed work.

Requirements

• Comfort with technology, including registers, Windows-based systems, printers, and basic networks.
• Ability to work in a call center environment, handling multiple calls and tickets per shift.
• Bilingual in English and Spanish (required).
• High school diploma or equivalent; technical certifications (A+, Network+, etc.) a plus.

Schedule

• Thursday through Monday: 4 PM to 1 AM ET
• Saturday and Sunday: 8 AM to 5 PM ET
• Monday through Wednesday: 4 PM to 1 AM ET

Pay

$20.00 - $23.00/hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for employees and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

This is a fully remote, contract position based in Baltimore, MD.