Help Desk Tier 1 - Remote Eligible

Mighty Acorn Help Desk Role

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 (with 30-days notice). 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.

Responsibilities

• 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.

Work Location

This is a fully remote position, but you must be located in and working from the contiguous United States.

Qualifications

• In alignment with Mighty Acorn's core values, you'll have a collaborative spirit and be excited to make a positive impact with your work.
• Comfort using computers and common software tools, such as a Mac or PC with browsers like Safari or Chrome, with or without assistive technology.
• Experience using email programs to communicate clearly, track issues, and provide support.
• Skill in listening and comprehension, with the ability to understand what is being described, and the ability to explain solutions clearly and respectfully in a way that works for the end user.
• Strong critical thinking skills to assess issues, identify solutions, and select the most appropriate approach using available resources.
• Ability to keep accurate records of issues and resolutions with attention to necessary details, with the support of provided documentation tools.
• Ability to troubleshoot and resolve common technical issues, using reference materials and documentation, and escalation processes when needed.
• Capacity to work independently while knowing when to seek guidance to ensure accurate support.
• Willingness to follow established processes for categorizing, prioritizing, and escalating issues.
• Ability to respond productively and adapt to new information or unexpected situations using available resources and reference material.
• Ability to manage your workload effectively within agreed-upon hours, using available organizational tools and supports as needed.
• Must be able to read, write, speak, and understand English at a level sufficient to provide clear guidance, respond to user inquiries, and document technical issues accurately.

Nice To Haves

• Be able to speak, write, read, and understand Spanish fluently
• Familiarity/experience with government applications
• Usability testing experience
• Awareness of ADA standards and inclusive usability principals

Other Requirements

• An ability to work efficiently, sometimes under tight deadlines.
• A preference for transparency and an ability to be direct and transparent in your own communication.
• An ability to adapt quickly and cope with temporarily ambiguous situations as requirements change.
• This role requires work be performed from within the contiguous United States.
• Candidates must either hold active US citizenship or a green card, and should possess work authorization that does not require any present or future visa sponsorship by Mighty Acorn Digital.
• Candidates selected for the role must pass a criminal background check prior to their start date.
• Candidates must have a fast (>100Mbps) and reliable internet connection and have a dedicated workspace with background noise at an appropriate level for audio calls.

If you don't meet every requirement but believe you'd be great in this role, we'd love to hear from you! We're committed to building diverse teams, and research shows that women and underrepresented groups often hesitate to apply unless they meet every qualification. Don't let that hold you back—let's talk!

Application Process

Please apply only through this application process. Direct emails regarding this position will be ignored, unless you're seeking a reasonable accommodation. Further, we are not seeking partnerships with recruiters or agencies for this role, and unsolicited resumes will not be considered. Only candidates that apply through this application will be considered and please do not also send your application materials directly in a follow up email.

Mighty Acorn Digital is an equal opportunity employer dedicated to fostering workplace diversity and inclusion. We firmly reject discrimination and harassment of any kind based on race, color, age, gender, religious or political beliefs, national origin or heritage, marital status, disability, sex, sexual orientation or gender identity, genetic information, pregnancy, status as a protected veteran or any characteristic protected by federal, state, or local laws.

Mighty Acorn participates in the E-Verify program. Upon hire, we'll share your Form I-9 details with the U.S. federal government to validate your eligibility to work in the U.S.

Please contact recruiting@mightyacorn.com if you would like to request reasonable accommodation during the application or interviewing process.