Remote Help Desk Assistant

About the Role

This is an excellent entry point into IT where you will be the first point of contact for employees needing assistance. You will build hands-on troubleshooting skills with real tools and mentorship. The day-to-day is fast-moving and people-focused.

Key Responsibilities

• Respond to incoming support requests via phone, email, chat, and ticketing system
• Log, categorize, and prioritize tickets accurately in the service desk platform
• Troubleshoot common hardware, software, network, and connectivity issues
• Provide password resets and account unlocks following security procedures
• Guide users through setup of applications, email, VPN, and printers
• Escalate complex issues to Tier 2 or senior technicians with clear documentation
• Follow up with users to confirm issues are fully resolved
• Update and maintain knowledge base articles and troubleshooting guides
• Assist with onboarding new employees by preparing accounts and equipment instructions
• Maintain a professional, courteous approach to every customer interaction

Requirements & Tech Stack

• High school diploma or equivalent; associate degree or IT coursework a plus
• 6 months of help desk, customer service, or technical support experience preferred
• Basic knowledge of Windows, macOS, and Microsoft 365
• Familiarity with networking fundamentals such as Wi-Fi, DNS, and VPN
• Strong verbal and written communication skills
• Ability to explain technical concepts in plain language
• Good organizational skills and attention to detail
• Reliable high-speed internet and a quiet home workspace
• CompTIA A+ or similar certification is a plus

Compensation

• Salary range: $52,000 - $78,000 per year, based on experience and qualifications.