Help Desk Assistant

• Fully remote, work-from-home position.
• 40-hour weekly commitment.
• Working days and shift times may vary.
• Based in New York, United States.
• Monthly Pay: $5,416 - $7,294 USD per month.

Key Responsibilities

• Monitor incoming emails and request queues through an IT help desk such as ServiceNow, acknowledging requests and organizing them for review.
• Check each request for a clear description, affected application, error message, and user contact information before routing it to the appropriate technician.
• Record reported symptoms, attempted steps, and relevant updates in tickets.
• Categorize requests using established instructions, flagging access interruptions and widespread connection issues for prompt review by the help desk team lead.
• Share approved self-service instructions for routine access and software questions, staying within assigned permissions.
• Locate current guidance in a knowledge base such as Confluence, checking that instructions match the reported application and request type.
• Coordinate user availability and technician follow-ups through a collaboration platform such as Microsoft Teams.
• Follow up on unanswered questions and pending requests, updating ticket notes and escalating unresolved delays or unclear ownership to the help desk team lead.
• Confirm that users received assistance, record the reported outcome, and prepare completed tickets for closure.
• Meet quality expectations through accurate categorization, timely routing, complete notes, and consistent follow-up.

Requirements & Tech Stack

• IT help desk software such as ServiceNow.
• Knowledge base software such as Confluence.
• Collaboration platform such as Microsoft Teams.

Qualifications

• High school diploma or equivalent.
• No experience required; related help desk, technical support, or administrative support experience preferred, including experience gained through coursework or volunteer activities.
• Basic familiarity with common account access issues, desktop applications, browser settings, and internet connectivity terms.
• Ability to organize ticket information and learn an IT help desk such as ServiceNow.
• Comfort finding approved instructions in a knowledge base such as Confluence.
• Clear written and verbal communication.
• Ability to prioritize administrative tasks and handle user information carefully.
• Must possess a reliable computer, high-speed internet, and a quiet private workspace.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work supporting users and technicians from a home workspace.
• Structured onboarding and training on example systems such as ServiceNow, Confluence, and Microsoft Teams.
• Regular check-ins with the team lead to review questions, priorities, and progress.
• Opportunities to build ticket coordination, technical communication, and support workflow skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.