Remote Help Desk Assistant

Careerscape is recruiting on behalf of our client for a Remote Help Desk Assistant to join a growing technology support team. This is an excellent entry point into IT: you will be the friendly first point of contact for employees who need help, building hands-on troubleshooting skills with real tools and real mentorship from experienced technicians.

The day-to-day is fast-moving and people-focused. You will answer tickets and calls, walk users through fixes, and escalate trickier issues to senior staff. Candidates who thrive here are patient communicators, curious problem solvers, and organized self-starters who enjoy helping others and are eager to grow a long-term career in IT.

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

• 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

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Generous paid time off and paid holidays
• Fully remote work with a home office equipment setup
• Paid training and certification reimbursement
• Clear career path into systems administration and security roles
• Flexible, supportive team culture
• Life and disability insurance