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Remote Tier 1 Helpdesk Jobs (NOW HIRING)

Tier One Franchises

Franchise Broker

Are you a person of integrity who has the ability to understand people and the passion to creatively help them achieve their goals? Every person connected with Tier One Franchises is treated to a ...

Tier One Franchises

Franchise Broker

Are you a person of integrity who has the ability to understand people and the passion to creatively help them achieve their goals. Every person connected with Tier One Franchises is treated to a ...

Aretec Inc

Tier I Shift Supervisor

Ashburn, VA · Remote

$15.25 - $19.50/hr

Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and ... Minimum 2 years of experience in an IT help desk or service desk environment. * Minimum 1 year of ...

Retention Express

Customer Retention Specialist (Tier 1)

$14.50 - $20/hr

... helping our clients retain their valued customers across all customer-contact channels ... We combine highly trained remote teammates with secure, AI-powered voice and chat technology to ...

Tech-Keys

Support Technician, Tier 1 NJ

Howell, NJ · On-site +1

$21.50 - $29.50/hr

The Support Technician, Tier I serves as the first point of contact for customers and employees ... center, helpdesk, or IT support environment. * Familiarity with remote desktop tools and basic ...

Tech-Keys

Support Technician, Tier 1 NJ

Howell, NJ · On-site +1

$21.50 - $29.50/hr

The Support Technician, Tier I serves as the first point of contact for customers and employees ... center, helpdesk, or IT support environment. * Familiarity with remote desktop tools and basic ...

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Remote Tier 1 Helpdesk information

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How much do remote tier 1 helpdesk jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for remote tier 1 helpdesk 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 tier 1 helpdesk?

A Remote Tier 1 Helpdesk is the first point of contact for customers or employees seeking technical support, and the work is performed remotely, often from home or another offsite location. Tier 1 professionals handle basic IT issues such as password resets, software installation, and troubleshooting common technical problems. They gather information, provide solutions, and may escalate more complex issues to higher support tiers. Their goal is to resolve issues efficiently to ensure user satisfaction and maintain smooth business operations.

What is the difference between Remote Tier 1 Helpdesk vs Remote Technical Support Specialist?

AspectRemote Tier 1 HelpdeskRemote Technical Support Specialist
CertificationsCompTIA A+, HDI Customer ServiceCompTIA A+, Network+, Microsoft Certified
Work EnvironmentHelpdesk ticketing systems, customer callsAdvanced troubleshooting, remote access tools
Industry UsageIT support, customer serviceIT, software/hardware support
Search IntentBasic troubleshooting, first-level supportComplex issues, second-level support

Remote Tier 1 Helpdesk roles focus on initial customer support and basic troubleshooting, often requiring certifications like CompTIA A+. Remote Technical Support Specialists handle more complex technical issues, with additional certifications and technical skills. While both roles support IT environments remotely, the Specialist position involves deeper technical knowledge and problem-solving.

What are the key skills and qualifications needed to thrive as a remote tier 1 helpdesk?

To thrive as a Remote Tier 1 Helpdesk professional, you need a solid understanding of basic IT troubleshooting, customer service principles, and often a relevant certification such as CompTIA A+. Familiarity with ticketing systems (like Zendesk or ServiceNow), remote desktop tools, and basic networking concepts is typically required. Strong communication, patience, and problem-solving abilities help you effectively assist users and de-escalate issues. These skills ensure efficient issue resolution, positive user experiences, and smooth IT operations within an organization.

What are some common challenges faced by remote tier 1 helpdesk professionals, and how can they be managed?

Remote Tier 1 Helpdesk professionals often encounter challenges such as managing high volumes of support tickets, troubleshooting issues without physical access to devices, and communicating effectively with users of varying technical skills. To manage these, it's important to develop strong written communication skills, use remote support tools efficiently, and prioritize tasks based on urgency and impact. Collaborating closely with team members through chat platforms and regularly updating documentation can also help streamline workflows and ensure consistent support for end-users.
What cities are hiring for Remote Tier 1 Helpdesk jobs? Cities with the most Remote Tier 1 Helpdesk job openings:
What are the most commonly searched types of Tier 1 Helpdesk jobs? The most popular types of Tier 1 Helpdesk jobs are:
What states have the most Remote Tier 1 Helpdesk jobs? States with the most job openings for Remote Tier 1 Helpdesk jobs include:
Remote Tier 1 Helpdesk jobs near you

Help Desk Specialist II (Tier II - Advanced Support)

Aretec Inc

Ashburn, VA • Remote

Full-time

Re-posted 15 days ago

Job description

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Full‑time

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission‑critical IT environment. The ideal candidate brings strong technical depth, excellent problem‑solving skills, and experience supporting enterprise‑scale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm‑transferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to next‑level support teams, including internal CBP groups and third‑party vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Government‑provided tools and processes.

Required Qualifications

  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier II‑level troubleshooting.
  • Strong knowledge of Windows OS,