Tier 1 Help Desk

This is a Tier 1 Help Desk role. It is expected to be part-time (approximately 20 hours a week) for approximately 4.5 months (mid-September > January 2026) with the potential to extend beyond that . You will be expected to work Monday through Friday, excluding Massachusetts state holidays, for four hours each day during standard business hours (9am to 5pm EST). You’ll be working alongside members of the Mighty Acorn team in support of a web-based user application that we built for a client. Your primary responsibility will be to triage and address routine technical issues, usability questions, and general assistance related to day-to-day use of the application submitted via email. You will resolve common technical issues such as login problems, browser compatibility, navigation difficulties, session timeouts, and file upload/download issues. Provide general usage guidance and self-service support through email communication. Categorize, prioritize, and log all incidents using consistent tagging and severity levels. Differentiate between technical and business/policy-related inquiries, and routing non-technical requests to the appropriate team. Escalate issues such as software bugs, integration failures, or backend data inconsistencies to the Tier 2 team following a set escalation process.