Information Technology Help Desk

About the role

Level 1 Help Desk Support Technician (Contract) – Onsite. 6‑month contract‑to‑hire with potential extension. Start date: immediate.

Schedule

Monday‑Friday: 7 am – 9 pm EST; Weekends: 9 am – 9 pm EST (remote work possible).

Responsibilities

• Troubleshoot printers and Outlook as the most common issues.
• Handle 35‑40 tickets per day via phone, email, and chat (no in‑person support).
• Perform Outlook troubleshooting.
• Use ServiceNow for ticketing.
• Apply basic networking knowledge.

Requirements

• 1‑2 years of relevant experience (mix of certification and hands‑on experience).
• Strong technical acumen and customer‑service skills, weighted equally.

Qualifications

• CompTIA A+ certification (or equivalent).
• Experience with ServiceNow.
• Basic networking fundamentals.

Skills

• Logical problem‑solving approach.
• Technical acumen.
• Ability to assess and eliminate variables.
• Resourcefulness and thoughtful troubleshooting.
• Comfortable in fast‑paced environments; team handles ~8 000 interactions per month.