Remote Help Desk Specialist

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Careerscape is recruiting on behalf of our client for an entry-level Help Desk Specialist to join their growing IT support team. This is a great opportunity for a tech-savvy problem solver who is early in their career to gain hands-on experience troubleshooting hardware, software, and network issues while working alongside experienced IT professionals in a fully remote setting.

Day to day, you will field incoming support tickets and calls, walk end users through step-by-step fixes, and document solutions in a shared knowledge base. People who thrive in this role are patient, curious, and calm under pressure, enjoy explaining technical concepts in plain language, and take pride in turning a frustrated user into a satisfied one by the end of the call.

Responsibilities
  • Respond to help desk tickets, emails, and calls in a timely and professional manner
  • Diagnose and troubleshoot hardware, software, and connectivity issues for end users
  • Guide users through step-by-step solutions via phone, chat, or remote desktop tools
  • Escalate complex issues to Tier 2 or Tier 3 support when necessary
  • Document all support interactions and solutions in the ticketing system
  • Assist with account setup, password resets, and access permissions
  • Maintain and update the internal knowledge base with new troubleshooting guides
  • Monitor ticket queues to ensure service level agreements are met
  • Support basic network connectivity issues including VPN and Wi Fi access
  • Assist with onboarding and offboarding of employee IT equipment and accounts
Requirements
  • High school diploma or equivalent required, associate degree in IT or related field a plus
  • Basic understanding of Windows and Mac operating systems
  • Familiarity with common productivity software such as Microsoft Office and Google Workspace
  • Strong verbal and written communication skills
  • Ability to explain technical issues to non-technical users clearly and patiently
  • Strong organizational skills and attention to detail
  • Ability to work independently in a remote environment
  • Prior customer service or technical support experience is a plus but not required
  • Relevant certifications such as CompTIA A+ are a plus but not required
Benefits
  • Medical, dental, and vision insurance
  • 401k plan with company match
  • Paid time off and paid holidays
  • Fully remote position with flexible scheduling
  • Home office equipment stipend
  • Professional development and certification reimbursement
  • Employee assistance program
  • Opportunities for growth into Tier 2 IT support roles
  • Collaborative and supportive team culture
  • Paid parental leave

Remote

Skills:
Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, Customer Satisfaction, Customer Support/Service, Dental Insurance, Desktop PC, Detail Oriented, Employee Assistance Plan, Help Desk, High School Diploma, Identify Issues, Information Technology & Information Systems, Knowledge Base, Mac Operating System, Microsoft Office, Microsoft Windows Operating System, Network Connectivity, Network Support, Office Equipment, On Site Support, Onboarding, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Reimbursement, Service Level Agreement (SLA), Software Administration, Support Documentation, Team Player, Technical Support, Time Management, VPN (Virtual Private Network), Vision Plan, Wi-Fi, Writing Skills


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