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Remote Level 1 Help Desk Support Jobs (NOW HIRING)

STI

Help Desk Analyst 2 - Atlanta, GA

Atlanta, GA · On-site +1

$19.75 - $27/hr

Help Desk Analyst 2 Atlanta, GA/REMOTE 1 year Contract Description : The Department of Human ... This position is ADMINISTRATIVE/CLERICAL SUPPORT ROLE in nature; it is NOT an IT -Technical support ...

InterSources Inc

Help Desk Analyst 2

$21 - $28.75/hr

... remote VPN • Confirm onboard accounts are assigned group memberships, network drives, and ... Required : • Associate degree in a related field OR minimum 2+ years of help desk support • One ...

PSI (Proteam Solutions)

Help Desk-Remote

$20.50 - $27.75/hr

This position requires providing technical support to users and managing various computer-related ... Established in 1992, PSI (Proteam Solutions Inc) has grown from a one man start up to a multi ...

Chronos Operations, LLC

Help Desk Specialist

Orlando, FL · On-site +1

Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket ... Yes Teleworking Details Remote within 1 hour of commute to site location. Estimated Salary/Wage Up ...

Centstone

Service Desk Support Analyst

Minneapolis, MN · Remote

$21 - $28.75/hr

Service Desk Support Analyst Location: Minnesota (Remote) Employment Type: Contract Schedule ... level technical support in a fast-paced enterprise environment. This role is responsible for ...

Diné Development Corporation

Help Desk Technician

$20.50 - $27.75/hr

Support Tier I/Tier II end-user assistance and escalate unresolved issues to higher-level technical ... EEO Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a ...

ITC Federal, Inc.

Help Desk Supervisor

This is a fully remote position supporting DOJ's complex litigation mission. Important: This ... At least one year of teaching/training experience involving computer applications, preferably ...

Centaris

Level 2 Help Desk Technician

Sterling Heights, MI · Remote

$18.50 - $25.25/hr

We were recently recognized as one of the Best and Brightest Companies to Work For in Metro Detroit ... level support for ISP/LAN connectivity, routers, and switches; and client-side remote access ...

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How much do remote level 1 help desk support jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for remote level 1 help desk support in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What is a remote level 1 help desk support?

Remote Level 1 Help Desk Support roles are entry-level IT positions responsible for providing initial technical assistance to users experiencing issues with computer systems, software, or hardware. These professionals typically work from a remote location, responding to support requests via phone, email, or chat. Their main duties include troubleshooting basic problems, escalating complex issues to higher-level support, and ensuring users receive timely solutions to their technical problems. This role is vital for maintaining business productivity by resolving common technical issues efficiently.

What are the key skills and qualifications needed to thrive as a remote level 1 help desk support?

To thrive as a Remote Level 1 Help Desk Support, you need a solid understanding of basic IT troubleshooting, operating systems, and networking fundamentals, often supported by a relevant certification like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and knowledge bases is typically required for resolving user issues efficiently. Strong communication, patience, and problem-solving skills help you effectively assist users and ensure a positive support experience. These skills are crucial for quickly diagnosing problems, providing timely solutions, and maintaining user satisfaction in a remote environment.

What are some common challenges faced by remote level 1 help desk support professionals, and how can they be managed?

Remote Level 1 Help Desk Support professionals often encounter challenges like troubleshooting technical issues without physical access to users' devices, managing high ticket volumes, and maintaining clear communication across various channels. These can be managed by developing strong problem-solving skills, making effective use of remote assistance tools, and following structured communication protocols. Staying organized and prioritizing tickets based on urgency also helps ensure timely resolution and a positive user experience.

What is the difference between Remote Level 1 Help Desk Support vs Remote Technical Support Specialist?

AspectRemote Level 1 Help Desk SupportRemote Technical Support Specialist
CertificationsCompTIA A+, HDI-CSRCompTIA A+, Network+, Cisco CCNA
Work EnvironmentHelp desk ticketing systems, chat, phoneRemote troubleshooting, remote access tools
Industry UsageIT support, customer serviceIT, networking, software support
Search IntentEntry-level support roles, help desk jobsTechnical troubleshooting, advanced support

Remote Level 1 Help Desk Support primarily handles basic customer inquiries and troubleshooting via help desk systems, focusing on common issues. Remote Technical Support Specialists often deal with more complex technical problems, requiring deeper technical knowledge and certifications. While both roles are remote and support IT environments, the Technical Support Specialist typically requires more advanced skills and certifications.

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The most popular types of Level 1 Help Desk Support jobs are:

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Remote Level 1 Help Desk Support jobs near you
Infographic showing various Remote Level 1 Help Desk Support job openings in the United States as of September 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

Help Desk Specialist - Tier 1

Remote

DecisionPoint | Cortek
See more jobs at DecisionPoint | Cortekexternal

Full-time

Re-posted 20 days ago

Job description

Overview
DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment. These entry-level positions serve as the first point of contact for end users, providing assistance with password resets, account provisioning, multi-factor authentication, single sign-on support, and basic troubleshooting of user issues.
Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, clear communication with users, and accurate escalation to Tier 2 and Tier 3 teams when necessary. These roles help ensure a smooth, responsive, and customer-focused support experience for all end users.
This position is fully remote.
Duties & Responsibilities
The Help Desk Specialist - Tier 1 will:
  • Serve as the first point of contact for end users via phone, chat, and service portal.
  • Provide support for password resets, SSO troubleshooting, MFA challenges, and account access issues.
  • Assist with account provisioning, basic role assignment questions, and user onboarding IT tasks.
  • Triage incoming tickets, gather required information, and document incidents clearly in the ITSM system.
  • Perform basic troubleshooting for workstations, applications, and connectivity issues.
  • Follow established SOPs, scripts, and troubleshooting guidance for consistent service delivery.
  • Escalate issues to Tier 2 or specialized teams when resolution requires advanced support.
  • Track and manage assigned tickets to ensure timely response and SLA adherence.
  • Communicate clearly and professionally with end users, providing updates and instructions as needed.
  • Participate in user experience improvement initiatives, identifying recurring issues and reporting trends.
  • Support shift handoffs, daily status updates, and knowledge sharing with the team.
  • Maintain awareness of secure IT support practices appropriate for federal environments.

Qualifications
Clearance Requirement
Must hold an active Secret clearance, supported by a Tier 3 background investigation.
Education (Required)
High School Diploma or equivalent.
Experience (Required)
  • 0-2 years of IT help desk, customer support, or service desk experience.
  • Experience handling user service requests, technical inquiries, or customer-focused ticketing operations.
  • Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) is preferred but not required.

Technical Knowledge (Required)
  • Basic understanding of user account management, passwords, and authentication workflows.
  • Familiarity with common end user issues involving email, device login, browser access, and workstation basics.
  • Ability to follow scripts, troubleshooting guides, and SOP-driven processes.

Technical Knowledge (Preferred)
  • Experience supporting SSO or MFA technologies.
  • Familiarity with secure IT support procedures in federal or DoD-aligned environments.

Certifications
Preferred:
  • ITIL v4 Foundation
  • CompTIA A+
  • CompTIA Security+ (helpful but not required)

Skills
  • Strong customer service and communication skills.
  • Ability to remain patient and professional under pressure.
  • Strong attention to detail and accuracy in ticket documentation.
  • Ability to follow structured troubleshooting workflows.
  • Willingness to learn new tools, technologies, and processes.
  • Ability to work within a fast-paced, SLA-driven support environment.

Our Equal Employment Opportunity Policy
  • EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
  • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
  • Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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