IT Help Desk Specialist - Remote

Overview

We’re looking for a part-time IT Help Desk Specialist who brings strong technical support experience, excellent communication skills, and a mindset focused on quality and continuous improvement.

In Short

• Part-time position (20-25 hours a week).
• Remote work within the U.S.
• Provide Tier 1–2 technical support for inbound help desk calls.
• Diagnose and resolve issues related to Windows, Office 365, VPN, hardware, and enterprise applications.
• Document all work in the ticketing system (ServiceNow, Remedy, Jira).
• Escalate complex issues to higher tier support as needed.
• Conduct quality checks on call documentation and ticket resolution.
• Identify efficiency gaps and opportunities for workflow improvements.
• Contribute to SOP creation and process documentation.
• Collaborate with leadership to streamline help desk operations.

Requirements

• 3–5 years of hands-on help desk or service desk experience.
• Excellent communication skills.
• Ability to work independently.
• Experience with ticketing systems like ServiceNow, Remedy, or Jira.
• Comfortable with process mapping and quality assurance.
• Ability to maintain SLA expectations.
• U.S. Citizenship required.
• Ability to obtain a CAC/Public Trust clearance.

Benefits

• Flexible part-time hours.
• Remote work opportunity.
• Collaboration with a federal customer environment.
• Opportunities for process improvement and quality assurance.