Support Assistant

Our client operates in the healthcare sector, focusing on improving access to quality healthcare for low-income individuals and families. They address health inequities by providing preventive care, wellness programs, mental health support, and other essential healthcare services to underserved communities.

About the Role

This full-time remote Help Desk Support Representative role serves as the initial point of contact for technical support, helping staff resolve IT issues and maintain reliable access to essential systems. The position supports operational efficiency by providing timely troubleshooting, clear guidance, and effective issue resolution across the organization.

Responsibilities

• Serve as the primary contact for technical assistance through phone, email, and ticketing systems.
• Perform remote troubleshooting using diagnostic methods and targeted questions.
• Guide users through technical solutions using clear, patient, and professional communication.
• Escalate unresolved or complex issues to appropriate higher-level support teams.
• Accurately document technical issues, troubleshooting steps, and resolutions.
• Provide timely updates regarding request and ticket status.
• Identify and recommend improvements to systems, workflows, and support processes.
• Maintain professionalism and strong customer service standards during all user interactions.
• Assist with developing and updating technical documentation, knowledge articles, and user guides.

Requirements

• Experience in help desk, technical support, customer service, or a related field.
• Strong knowledge of computer systems, mobile devices, and common technology products.
• Familiarity with help desk software, remote support tools, and ticketing systems.
• Strong problem-solving, troubleshooting, and communication skills.
• Ability to diagnose and resolve basic technical issues independently.
• Patient, service-oriented, and customer-focused approach.
• Self-motivated and disciplined with the ability to work independently in a remote environment.
• Proficiency in written and verbal English.
• Experience working in healthcare or other regulated environments is a plus but not required.

Pay

Hourly pay range: $35–$45 USD per hour.