Help Desk Specialist

About the role

This role focuses on providing technical assistance to users, resolving basic hardware and software issues, documenting support requests, and ensuring a positive end-user experience.

Responsibilities

• Respond to technical support requests via phone, email, chat, and ticketing systems
• Troubleshoot basic hardware, software, and network issues
• Document support requests and resolutions accurately
• Aid users with password resets and account access
• Install and configure approved software applications
• Escalate complex technical issues to senior IT staff
• Maintain support documentation and knowledge base articles
• Absorb employee onboarding and device setup
• Monitor support tickets and ensure timely resolution
• Collaborate with internal departments to resolve technical issues
• Support technology improvement initiatives
• Perform additional administrative and technical support tasks as needed

Requirements

• High school diploma or equivalent required
• Associate's or Bachelor's degree preferred
• 0–2 years of experience in customer service, administration, IT support, or related roles
• Strong communication and customer service skills
• Basic knowledge of Windows, Microsoft Office, and Google Workspace
• Strong problem-solving and troubleshooting abilities
• Excellent organizational and time management skills
• Ability to manage multiple priorities in a remote environment
• Strong attention to detail and professionalism
• Willingness to learn new technologies and support processes

Qualifications

• Full-time position
• Remote work flexibility within the United States
• Competitive entry-level compensation
• Medical, dental, and vision coverage options
• Paid time off, holidays, and sick leave
• 401(k) retirement plan options
• Paid training and onboarding
• Career growth into IT Support Specialist, Systems Administrator, Network Administrator, or Cybersecurity Analyst roles
• Performance-based bonuses and advancement opportunities
• Supportive and collaborative team environment
• Professional development and certification assistance

Benefits

• Medical, dental, and vision coverage options
• Paid time off, holidays, and sick leave
• 401(k) retirement plan options
• Paid training and onboarding
• Career growth into IT Support Specialist, Systems Administrator, Network Administrator, or Cybersecurity Analyst roles
• Performance-based bonuses and advancement opportunities
• Supportive and collaborative team environment
• Professional development and certification assistance

Schedule

• Full-time position
• Remote work flexibility within the United States