Job Description

Full job description

Vaco is partnered with a leading industry player in the environmental services space to support hiring initiatives on their Service Desk team. In this role, you’ll provide first-level support and incident resolution for end-users interacting with enterprise applications, endpoints, and infrastructure. As a key part of the team, you will act as the central point of contact between users and IT resources, documenting interactions, managing tickets, and ensuring timely resolutions.

This is a fully remote, long-term contract role supporting CST hours, with shifts running Thursday through Saturday, 1:00 AM to 2:00 PM CST . If you're a proactive problem-solver, comfortable working overnights, and who thrives in a dynamic IT environment, this could be the great opportunity for you. Reach out to Vaco to learn more!

Responsibilities

• Deliver top-notch support to end-users via phone, email, self-service portals, and chat platforms.
• Fulfill service requests and troubleshoot issues involving tablet hardware, enterprise applications, and locally installed software.
• Accurately log all interactions and resolutions using IT Service Management tools.
• Collaborate with IT teams to ensure incidents are resolved efficiently and monitor escalated cases until completion.
• Stay ahead of recurring issues by researching solutions through knowledge bases, manuals, and collaboration with team members.
• Drive continuous improvement by enhancing call handling, documentation quality, and overall user experiences.
• Contribute to maintaining and expanding the team’s knowledge base.

Minimum Qualifications

• Bilingual proficiency in Spanish.
• High school diploma or equivalent.
• 1+ years of experience in remote IT support within a large, decentralized user environment (1,000+ users).
• Strong communication skills with the ability to explain technical information to non-technical users.
• Hands-on experience troubleshooting modern IT hardware and software solutions.

Preferred Qualifications

• 3+ years of remote IT support experience in large, decentralized environments.
• Certifications such as HDI Support Center Analyst or equivalent.
• A working knowledge of application/database relationships and basic SQL for database interactions.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected] .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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