Help Desk Representative

About the Role

This fully remote Help Desk Representative position is based in New York, United States. The role involves providing first-contact assistance to users experiencing issues with password resets, account access, software, and device connectivity. You will work within the help desk team, reporting to a help desk team lead, and collaborate with users, senior support specialists, and internal IT system owners. Communication will be conducted via a queue, phone calls, email, and chat to understand reported issues, provide guidance, and manage requests. The position requires a 40-hour weekly commitment, with working days and shift times potentially varying.

Key Responsibilities

• Monitor incoming support requests from the help desk queue, phone calls, email, and chat, acknowledging users promptly and identifying the type of assistance needed.
• Ask focused questions to clarify account access, software, device, connectivity, and basic system-use concerns before beginning support steps.
• Create and update service tickets in an IT help desk such as ServiceNow, using clear categories, priority details, user contact information, and concise issue summaries.
• Guide users through approved password reset, account access, software navigation, browser, and device connection steps using plain language.
• Consult help articles, known issue notices, and documented support procedures to provide consistent answers.
• Use an identity platform such as Microsoft Entra ID to review available account information and complete permitted access-related actions.
• Record troubleshooting actions, user responses, outcomes, and next steps in each ticket.
• Follow up with users when additional details, testing, confirmation, or a response to proposed steps is needed.
• Escalate unresolved, recurring, access-sensitive, or higher-impact technical issues to a senior support specialist or the help desk team lead with complete notes.
• Coordinate status updates with internal IT system owners and inform users about progress, expected next actions, or resolution details.
• Maintain quality through accurate guidance, timely turnaround, complete ticket notes, appropriate follow-up, and respectful user interactions.

Qualifications

• High school diploma or equivalent.
• Related experience assisting users with account access, software questions, or basic technical issues preferred.
• Familiarity with an IT help desk such as ServiceNow and the purpose of service tickets preferred.
• Basic understanding of account access, password reset practices, browsers, device settings, and common connectivity concerns preferred.
• Familiarity with an identity platform such as Microsoft Entra ID, Active Directory, or similar user access tools preferred.
• Ability to explain technical steps clearly through phone, email, chat, and written ticket updates.
• Ability to listen carefully, ask useful clarifying questions, and remain patient.
• Reliable computer, high-speed internet, and quiet private workspace required, along with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in a desk-based support setting.
• Structured onboarding and training on systems like ServiceNow and Microsoft Entra ID.
• Regular check-ins with the help desk team lead.
• Opportunities to build skills in identity and access management, incident management, remote user assistance, and service ticket workflows.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.