IT Help Desk Specialist - 100% Remote
About the Company
Terrestris provides technology-driven services to government clients, focusing on improving mission outcomes, operational efficiency, and human performance. The company emphasizes transparency, collaboration, innovation, and service excellence in supporting government programs.
About the Role
Terrestris is seeking a Temporary Remote Help Desk Specialist to support the Internal Revenue Service (IRS) Criminal Investigation (CI) division. The role provides technical assistance to more than 4,000 customers across over 250 nationwide duty locations and several international offices. The successful candidate will respond to user requests through phone, email, chat, and ticketing systems; troubleshoot hardware and software issues; manage user accounts; and help resolve or escalate technical problems. The position also involves guiding users toward self-service resources, supporting software deployments, and maintaining accurate service ticket documentation.
Key Responsibilities
Provide remote technical support to internal staff and Criminal Investigation customers. Manage user accounts, including creating, removing, and maintaining access to systems and resources. Respond to customer inquiries through telephone, email, chat, and service ticket queues. Install and configure computer systems, software applications, and peripheral hardware. Troubleshoot and resolve issues involving desktops, laptops, operating systems, applications, and software configurations. Apply customer service principles to provide timely and effective technical assistance. Guide users through troubleshooting steps and self-service options when appropriate. Open, update, and monitor support tickets in ServiceNow or other required ticketing systems. Document troubleshooting steps, resolution details, and escalation information. Escalate unresolved issues to appropriate service providers for further investigation. Follow knowledge articles and communicate instructions clearly during support sessions. Assist multiple customers simultaneously when possible. Test and debug programs according to documented requirements and submit results. Support software deployment testing and provide required survey results.
Required Qualifications
U.S. citizenship. At least one year of IT help desk support experience. High school diploma or equivalent. Proficiency with desktop and laptop computers, operating systems, and hardware technologies. Strong written and verbal customer service skills. Ability to troubleshoot end-user hardware and software issues in accordance with applicable U.S. standards and practices. Ability to follow knowledge articles and explain technical instructions through chat, phone, email, and support documentation. Experience opening, updating, and monitoring trouble tickets, including documenting troubleshooting steps and escalations. Customer service experience in a call center or equivalent environment. Ability to work remotely from home and manage multiple customer requests when possible.
Preferred Qualifications
Associate degree in Information Technology or equivalent experience. Location and Work Arrangement Temporary remote position supporting the IRS Criminal Investigation division. The role provides remote support to users across the United States and several international offices.
Compensation and Benefits
Terrestris offers health, life, disability, financial, and retirement benefits, along with paid leave, professional development, tuition assistance, and work-life programs. Employee recognition programs acknowledge exceptional performance and contributions to service standards. Full-time and part-time employees who regularly work at least 20 hours per week are eligible to participate in the company's benefit programs. Other offerings may be available to employees outside this eligibility category. Equal Employment Opportunity Terrestris is an Equal Opportunity Employer. Qualified applicants are considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the United States.