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