[Hiring] Support Desk Specialist REMOTE USA
Position: Support Desk Specialist
Date Posted: 14th November 2026
Industry: Information Technology & Customer Support
Employment Type: Full Time
Experience: 3–5 years of experience in a support center or customer service-oriented environment
Qualification: Associate’s or Bachelor’s Degree in Business Administration, Insurance, Data Processing, or equivalent related business experience
Salary: $47,190 – $79,200 per year
Location: Overland Park, Kansas, United States, REMOTE
Company: Emergent Holdings
Description:
Emergent Holdings is seeking a Support Desk Specialist to assist customers and internal teams with operating issues, system-related malfunctions, and automated system support. The role involves providing technical assistance, maintaining support procedures, and acting as a key liaison between users, internal departments, and external vendors.
The successful candidate will support first-level technical issues, improve support processes, maintain knowledge resources, and ensure service standards are consistently achieved. This position requires strong analytical abilities, excellent communication skills, and the ability to work collaboratively in a customer-focused environment.
Candidates with experience in support centers, customer service environments, and technical troubleshooting are encouraged to apply.
Key Responsibilities:
• Provide direct system support for activities related to the Support Desk.
• Deliver first-level support for client operating systems and application software.
• Review and update Support Desk manuals, procedures, and documentation.
• Coordinate with internal divisions to understand business needs and address service concerns.
• Establish service level agreements and assign tasks to ensure service requirements are met.
• Represent the Support Desk department in cross-functional teams and improvement initiatives.
• Work with education and training teams to identify user training gaps and system improvement opportunities.
• Develop and maintain Support Desk procedures and knowledge base resources.
• Analyze problem logs to identify the need for new procedures or updates to existing processes.
• Review system testing results to ensure requirements are properly met.
• Maintain professional communication and collaboration with internal and external stakeholders.
Requirements:
• Associate’s or Bachelor’s Degree in Business Administration, Insurance, Data Processing, or related field preferred.
• Equivalent 3–5 years of relevant business experience may be considered.
• 3–5 years of experience in a support center or customer service-focused environment.
• Strong PC proficiency and technical aptitude with excellent analytical skills.
• Minimum MCP (Microsoft Certified Professional) certification required; MCSE and A+ certifications preferred.
• Knowledge of company business software and Support Desk applications.
• Excellent organizational skills with the ability to work independently and as part of a team.
• Self-motivated, goal-oriented, and capable of managing multiple priorities.
• Ability to perform physical activities including sitting, standing, walking, and lifting up to 10 pounds.
• Strong knowledge of:
• Technical support operations and troubleshooting procedures.
• Support Desk software and knowledge management systems.
• Microsoft technologies and business applications.
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