Bilingual IT Help Desk Specialists - Remote near Ashburn or Orlando

Bilingual IT Help Desk Professionals (Tier 1 & Tier 2)

Overview We are actively recruiting for multiple IT support roles, with a dedicated focus on candidates with bilingual capabilities in English and Spanish. These positions support a large-scale government trade and cargo processing systemas well as external-facing government applications.

General Requirements for All Roles

• The positions are primarily remote.
• Candidates must reside within commuting distance, which is 50 miles of Orlando, FL. or Ashburn, VA (near Washington DC)
• Schedules consist of rotating shifts.
• Working schedules require 24x7x365 coverage.
• U.S. Citizenship is required for clearance authorization.
• Candidates must be able to pass a Federal Background Investigation.

Tier 2 ACE - Account Service Desk Specialist

• Bilingual proficiency in English and Spanish is strictly required.
• This role involves delivering bilingual assistance to trade users via phone and email.
• The specialist will provide round-the-clock technical support for over 100,000 active users.
• Responsibilities include managing account lifecycles for federal and trade communities.
• Candidates must have a minimum of 2 years of IT help desk or customer support experience.
• A high school diploma or equivalent is required.
• An Associate's degree is preferred.

Help Desk Specialist I

• Bilingual skills in English and Spanish are strongly preferred.
• The role involves providing 24x7x365 bilingual support for trade-related inquiries as needed.
• This position serves as a centralized Tier 1 customer support POC for external customers.
• Daily tasks include performing initial investigation, triage, troubleshooting, resolution, and ticket escalation.
• Candidates need a minimum of 1 year of IT help desk or technical customer support experience.
• A high school diploma or equivalent is required.
• The salary for this position is up to $51,000.

Help Desk Specialist II

• This position provides advanced, Tier 2 technical support for a federal client.
• The specialist will perform advanced remote troubleshooting for mobile device issues, email, VPN access, and Windows OS.
• Responsibilities include remote installation and troubleshooting of workstations and peripherals.
• Candidates must have a minimum of 2 years of IT help desk or technical support experience with Tier II-level troubleshooting.
• A high school diploma or equivalent is required.
• An Associate's degree in IT is highly preferred.
• The salary is up to $65,000 depending on experience.