Help Desk Specialist

Careerscape is recruiting on behalf of our client for an entry-level Help Desk Specialist to join their growing remote IT support team. This is a great opportunity for someone early in their technology career to build a strong foundation in troubleshooting, customer service, and systems support while working with a collaborative, fast-paced organization based in Texas.

Day to day, you will be the first point of contact for employees experiencing hardware, software, and connectivity issues, walking them through solutions with patience and clarity. People who thrive in this role enjoy solving puzzles, staying calm under pressure, communicating clearly with non-technical users, and taking pride in resolving tickets quickly and thoroughly.

COMPENSATION

The salary range for this role is $70,000 - $95,000 per year, based on experience, communication skills, organizational abilities, and client hiring needs.

Additional compensation and benefits details will be shared during the hiring process.

Responsibilities

• Respond to incoming help desk tickets, emails, and calls in a timely and professional manner
• Diagnose and troubleshoot hardware, software, and network connectivity issues
• Guide end users step by step through technical solutions in clear, non-technical language
• Document all support interactions and resolutions accurately in the ticketing system
• Escalate complex issues to Tier 2 or Tier 3 support teams when necessary
• Assist with user account setup, password resets, and access permissions
• Support basic troubleshooting for laptops, desktops, printers, and mobile devices
• Maintain and update internal knowledge base articles and FAQs
• Monitor ticket queues to ensure service level agreements are consistently met
• Assist with onboarding new employees by setting up equipment and system access

Requirements

• High school diploma or equivalent required; associate degree or IT certification a plus
• Basic understanding of Windows and/or Mac operating systems
• Strong verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong problem-solving skills and attention to detail
• Comfortable working independently in a remote environment
• Reliable high-speed internet connection and a dedicated home workspace
• Prior customer service or technical support experience is a plus
• CompTIA A+ certification or willingness to obtain one is a plus

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with employer match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Home office equipment stipend
• Opportunities for career growth and advancement
• Professional development and certification reimbursement
• Employee assistance program
• Collaborative and supportive remote team culture
• Paid training during onboarding