Remote Help Desk Assistant

Careerscape is recruiting on behalf of our client for an entry-level Remote Help Desk Assistant to join their growing IT support team. This is a great opportunity for a tech-savvy, service-minded individual to launch a career in information technology while helping employees and customers resolve everyday technical issues from the comfort of a home office.

Day to day, you will field a steady stream of tickets and calls, troubleshoot common hardware, software, and connectivity problems, and walk users through step-by-step fixes with patience and clarity. People who thrive in this role enjoy problem-solving, stay calm when systems are down, and take satisfaction in turning a frustrated user into a happy one by the end of the call.

Responsibilities

• Respond to incoming help desk tickets, calls, and chats in a timely and professional manner
• Troubleshoot basic hardware, software, and network connectivity issues
• Guide users through step-by-step solutions for password resets, account access, and application errors
• Document all interactions, resolutions, and recurring issues in the ticketing system
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support staff
• Assist with new employee onboarding by setting up accounts, hardware, and software access
• Maintain and update internal knowledge base articles and FAQs
• Monitor ticket queues to ensure service level agreements are met
• Follow up with users to confirm issues are fully resolved
• Assist with basic administration of common business applications

Requirements

• High school diploma or equivalent required, associate degree in IT or related field a plus
• Basic understanding of computer hardware, operating systems, and common software applications
• Strong verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Comfortable working independently in a remote environment with minimal supervision
• Reliable high-speed internet connection and a quiet home workspace
• Strong organizational skills and attention to detail
• Willingness to learn new tools and technologies quickly
• Prior customer service or call center experience is a plus but not required

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Home office equipment stipend
• Paid training and certification support
• Opportunities for career growth into Tier 2 IT support roles
• Employee assistance program
• Company-provided laptop and software tools
• Collaborative, supportive virtual team culture