Help Desk (Tier 1)

We are seeking a customer-focused Help Desk Support Technician to provide Tier 1 functional and technical support to users of a web-based AI Portal and related applications. This role will support a diverse user community that may include school officials, medical health consultants, partners, and other program stakeholders. The ideal candidate has strong troubleshooting, communication, and customer service skills and is comfortable assisting users with application navigation, account questions, forms, documentation, and basic technical issues in a high-volume support environment. Key Responsibilities

• Provide Tier 1 help desk support through phone and web-based support channels.
• Receive, document, track, troubleshoot, and resolve user support requests and trouble tickets.
• Assist users experiencing issues with the AI Portal and related websites/applications.
• Guide users through system navigation, online forms, account-related questions, and general application functionality.
• Provide support involving financial assistance eligibility forms and required documentation.
• Assist with operational issues such as:
• School invoice processing
• Credit card declines
• Spouse refunds
• Corrections to financial assistance documentation
• Maintain accurate and detailed records of calls, tickets, troubleshooting steps, resolutions, and escalations.
• Identify technical, application, or security-related issues that require additional support and escalate them to the appropriate team.
• Follow established help desk procedures, documentation standards, and escalation processes.
• Deliver professional, responsive, and courteous customer service throughout the support process.

• Active Secret clearance is required.
• Experience providing Help Desk, Service Desk, Tier 1, or technical customer support.
• Experience troubleshooting web-based applications, portals, user accounts, or similar systems.
• Ability to document and manage incidents, service requests, and trouble tickets accurately.
• Strong verbal and written communication skills.
• Strong customer service skills with the ability to explain technical or application-related information clearly to non-technical users.
• Ability to identify issues that require escalation and communicate relevant details to technical or security teams.

• Ability to work independently and effectively in a 100% remote environment. Preferred Experience

• Experience supporting government, education, healthcare, financial assistance, or other public-facing programs.
• Familiarity with ticketing or IT service management systems.
• Experience assisting users with online forms, eligibility documentation, invoicing, payments, refunds, or account corrections.
• Understanding of standard Tier 1 troubleshooting and incident escalation procedures. What Makes This Opportunity Attractive This is a fully remote, full-time opportunity supporting an important user-facing program. You will have the opportunity to combine technical troubleshooting with customer service while assisting users with both application functionality and program-related processes.