Remote Desktop Support Representative

Provides technical assistance to users experiencing common computer, software, connectivity, and workplace technology issues. Focuses on first-level troubleshooting, user communication, ticket documentation, and timely issue resolution.

Responsibilities

• Respond to incoming desktop support requests through ticketing systems, email, chat, or approved support channels.
• Troubleshoot common computer, software, peripheral, connectivity, and access-related issues.
• Guide users through step-by-step troubleshooting procedures.
• Assist with routine password, account access, application, and configuration requests.
• Document reported issues, troubleshooting steps, resolutions, and follow-up requirements.
• Monitor open support tickets and provide timely updates to users.
• Escalate issues requiring advanced technical assistance to the appropriate IT team.
• Help users understand basic technology procedures and workplace applications.
• Maintain accurate technical support records and update ticket statuses.
• Follow established IT support, security, documentation, and escalation procedures.
• Assist with maintaining internal troubleshooting resources and knowledge documentation.

Qualifications

• Familiarity with common desktop operating systems, software applications, and computer hardware.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to explain technical information to users with different levels of technical knowledge.
• Comfortable working with help desk platforms, ticketing systems, remote support tools, and business applications.
• Strong attention to detail when documenting technical cases.
• Ability to prioritize multiple support requests and manage follow-up effectively.
• Patient, professional, and service-oriented approach.
• Previous desktop support, IT help desk, technical support, or service desk experience is preferred.

Benefits

• Fully remote desktop support position
• Paid technical training and onboarding
• Flexible scheduling options
• Opportunities to develop technical support skills
• Long-term career growth and advancement opportunities

Pay

$5,000 – $5,800 per month