Apply on Employer Site

Hanover Research · 22 hours ago

Helpdesk Support Specialist - Tier 1

United States

Full-time

Remote

Entry Level

$50K/yr - $60K/yr

2+ years exp

Hanover Research is a global research and analytics firm headquartered in Arlington, Virginia, seeking a Tier 1 Helpdesk Support Specialist. This role will serve as the first point of contact for IT-related inquiries, providing basic troubleshooting and support to end users while ensuring a positive user experience.

B2BBig DataEducationEmerging MarketsMarket ResearchPredictive AnalyticsProduct Design

Culture & Values

H1B Sponsor Likely

Responsibilities

Serve as the first point of contact for users reporting technical problems through help desk tickets

Diagnose and resolve common hardware, software, and network issues, such as password resets, software installations, Single Sign On, and connectivity problems

Guide end-users through basic troubleshooting steps and solutions

Recognize when an issue is beyond their scope and escalate it to Tier 2 support, other specialized teams, or convert to a change request 'CR'

Review tickets and CRs on a regular basis to ensure things are closed out in a timely manner

Document all issues, troubleshooting steps, and resolutions in a ticketing system

Maintain strong customer service skills to ensure a positive user experience

Assist with user setup, password resets, basic training, and other tier 1 responsibilities for Enterprise Applications such as Salesforce, Workday, FreshService, DocuSign, etc

Arrange shipping and tracking of new and replacement user laptops, securely wipe laptop data

Qualification

Basic troubleshootingCustomer serviceComputer hardware knowledgeOperating systems knowledgeCloud-based platformsWillingness to learnVerbal communicationWritten communicationInterpersonal skillsAttention to detailTeamwork

Required

High school degree required

Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications

Strong verbal and written communication skills

Excellent customer service and interpersonal skills

Ability to follow written documentation and standard operating procedures

Willingness to learn and adapt in a fast-paced environment

Ability to prioritize and manage multiple tasks with attention to detail

Ability to work independently and as part of a team

Interest in pursuing a career in IT support, systems administration, or Enterprise Cloud Applications Administration or Development

Preferred

Associate's degree in IT or related field or 2 years' experience in a similar role

Familiarity with cloud-based platforms such as Microsoft 365, Google Workspace, or Salesforce

Benefits

Starting at 18+ days Paid Time Off

14 paid holidays including Martin Luther King Jr. Day, Juneteenth, and Indigenous People’s Day, and personal holidays

401(K) employer matching programs

Comprehensive health and dental benefits package

Health and wellness packages with discounts to local gym

Community service opportunities

In-office snacks and beverages

Company

Hanover Research

Glassdoor3.7

Innovative Market Research - Washington, D.C.'s Hanover Research

Founded in 2003

Arlington, Virginia, USA

201-500 employees

http://www.hanoverresearch.com/

H1B Sponsorship

Hanover Research has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2024 (3)

2023 (12)

2022 (6)

2021 (4)

2020 (13)