About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, the IT industry.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Role Overview

Confidential Client is seeking a Help Desk Specialist to provide Tier 1 technical support for a large, mission-driven technology service desk. This is a FULL_TIME role based in Terrell Hills, TX with telework permitted (remote within a 1-hour commute of Terrell Hills). The Help Desk Specialist will serve as a 24x7x365 centralized point of contact for end users, delivering first-level troubleshooting, ticketing, and customer service via phone, chat, email, and self-service channels.

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Responsibilities

• Serve as the 24x7x365 centralized Point of Contact (POC) and Tier 1 support for employees, contractors, and participating agency/trade users.
• Respond to incoming requests via internal and external phone lines, live chat, email, and self-service tickets.
• Record and document all incidents and service requests in ServiceNow; include actions taken and required information for escalation.
• Perform initial triage, troubleshooting, and first-level resolution for:
  • Web and client-based applications
  • Email and messaging
  • Mobile devices
  • Hardware (printers, desktops, laptops)
  • Network connectivity and workstation login/PIV card issues
  • Remote VPN / DHS Workplace connectivity
• Perform password resets, account unlocks, and initial intake following security policies.
• Escalate tickets to next-level internal teams and third-party vendors using ticket transfer and warm call transfers.
• Monitor ticket status and communicate updates to customers; identify and escalate potential major incidents.
• Participate in major incident bridge calls and coordinate customer impact communications.
• Handle sensitive VIP contacts with accurate, timely escalation and follow-up.
• Verify portal/accessibility (ACE or similar systems) after maintenance events.
• Support trade- and agency-related inquiries as required.
• Other duties as assigned.

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Qualifications (Minimum)

• High school diploma or GED equivalent.
• 1+ year of IT Help Desk or technical customer support experience.
• Must be available to support rotating shifts — 24x7x365 coverage required.
• U.S. Citizenship required; ability to pass required background investigation (BI).
• Authorized to work in the United States.

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Preferred Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field preferred.
• CompTIA A+ or equivalent IT certification.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with ServiceNow ITSM platform.
• Experience troubleshooting VPN solutions (GlobalProtect, Zscaler).
• Experience with Automated Commercial Environment (ACE) or similar trade systems.
• Experience supporting trade/agency customers or prior federal/contract help desk experience.
• Experience with Amazon Connect or similar ACD/contact center systems.
• Bilingual (English/Spanish) a plus.

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Knowledge, Skills & Abilities

• Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking.
• Strong familiarity with ServiceNow, Amazon Connect (or similar), and remote support tools.
• Ability to manage multiple tickets and meet SLA commitments while maintaining accurate documentation.
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Excellent written and verbal communication skills for customer-facing support and technical documentation.
• Ability to work collaboratively across teams and escalate appropriately.
• Ability to work nights, weekends, and holidays as required; willingness to travel up to 10%.
• Professionalism when handling sensitive or VIP accounts.

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Work Location & Schedule

• Primary location: Terrell Hills, TX (remote within 1 hour commute to site).
• Rotating shift coverage required — position supports 24x7x365 operations.
• Occasional on-site presence may be required per client contract and operational needs.

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Compensation

• Estimated pay (from source posting): approximately $48,642 per year (estimated).
• Alternate listing in source: up to $17.00 per hour.
• Final compensation offered will be determined by the confidential client based on experience and location and in compliance with applicable state and federal law.

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Why You’ll Grow Here

Confidential Client invests in professional development through on-the-job training and formal development programs. Team members have opportunities to advance technical skills, obtain certifications, and expand responsibilities in a mission-focused environment.

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Benefits

Confidential Client offers a benefits package. Specific benefits and eligibility are provided by the hiring organization and will be shared during the hiring process.

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Notes & Hiring Requirements

• U.S. Citizenship required; candidate must be able to pass the client-required background investigation.
• This role requires availability for rotating shift schedules and 24x7x365 coverage.
• Telework is permitted within the stated commutable distance to Terrell Hills, TX.
• Confidential Client participates in E-Verify where applicable.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.