Remote Help Desk Specialist

Careerscape is recruiting on behalf of our client for an entry-level Remote 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.

About the role

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

Pay

The salary range for this role is $62,000 - $88,000 per year, based on experience and qualifications.