Tier-1 IT Technician

The Tier-1 IT Technician provides first-level technical support to users by phone, email, or remote assistance. The technician resolves common IT issues and escalates advanced issues when necessary. Fully Remote., * Respond to incoming technical support requests

• Troubleshoot password, login, connectivity, software, and hardware issues
• Document incidents and resolutions in ticketing systems
• Escalate unresolved issues to Tier-2 support
• Maintain professional customer service standards
• Follow standard operating procedures and support guidelines

• Must be a U.S. citizen
• Fluent in English
• Basic knowledge of IT systems and troubleshooting
• Strong customer service skills
• Ability to work remotely with reliable internet access
• Selected to support the U.S. Customs and Border Protection (CBP) Technical Service Desk (TSD) program following successful completion of a U.S. Government background investigation and security clearance. Employment commenced upon receipt of government clearance approval.

Preferred Qualifications

• Experience in help desk or customer support environments
• Familiarity with Windows, Microsoft Office, VPN, and remote support tools

$17 - $19 an hour - Contract