Help Desk Assistant

Careerscape is recruiting on behalf of our client for a Help Desk Assistant to join their growing IT support team. In this fully remote role, you'll be the first point of contact for employees and customers experiencing technical issues, fielding inbound support tickets, troubleshooting common hardware and software problems, and making sure every request is documented and resolved quickly. This is a great opportunity for someone early in their IT career who wants hands-on experience with a supportive team and room to grow.

Day to day, you'll be moving between phone calls, chat messages, and ticket queues, prioritizing issues as they come in and communicating clearly with people who may not be technical themselves. The best fit is someone who stays calm under pressure, enjoys solving puzzles, takes pride in clear documentation, and genuinely likes helping people get unblocked. If you're patient, detail-oriented, and eager to build a long-term career in IT support, this role offers a solid foundation.

Responsibilities

• Field inbound support tickets via phone, email, and chat
• Triage and prioritize issues based on urgency and impact
• Troubleshoot common hardware, software, and connectivity problems
• Document all issues and resolutions clearly in the ticketing system
• Escalate complex technical issues to Tier 2 or Tier 3 support
• Assist with user account setup, password resets, and access requests
• Guide non-technical users through step-by-step solutions
• Maintain and update the internal knowledge base
• Follow up with users to confirm issues are fully resolved
• Track recurring issues and flag patterns to the IT team

Requirements

• High school diploma or equivalent required, associate degree in IT a plus
• 0 to 1 year of help desk or customer support experience
• Basic understanding of Windows and Mac operating systems
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or Jira
• Strong written and verbal communication skills
• Ability to explain technical concepts to non-technical users
• Comfortable working independently in a remote environment
• Reliable internet connection and a dedicated home workspace
• CompTIA A+ certification a plus but not required

Benefits

• Medical, dental, and vision insurance
• 401k plan with employer match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling
• Home office equipment stipend
• Opportunities for internal promotion and IT certification support
• Employee assistance program
• Paid training and onboarding
• Collaborative, supportive team culture
• Annual performance reviews with growth planning