Remote Help Desk Coordinator

Careerscape is recruiting on behalf of our client for an entry-level Help Desk Coordinator to join their remote IT support team. This is a great opportunity for someone early in their IT career to build a strong foundation in technical support, ticketing systems, and customer service while working with a collaborative, fully remote team.

Day to day, you will field incoming support requests, triage issues, and keep the help desk queue moving smoothly so end users get fast, friendly resolutions. People who thrive in this role are naturally organized, enjoy problem-solving, communicate clearly under pressure, and take pride in turning a frustrated user into a satisfied one.

Responsibilities

• Answer and log incoming help desk tickets via phone, email, and chat
• Triage and prioritize support requests based on urgency and impact
• Provide first-level troubleshooting for hardware, software, and connectivity issues
• Escalate complex issues to Tier 2 and Tier 3 support teams as needed
• Maintain accurate records of all interactions in the ticketing system
• Assist with user account setup, password resets, and access requests
• Track ticket status and follow up with users until issues are resolved
• Contribute to and update internal knowledge base articles
• Monitor help desk queue to ensure service level agreements are met
• Communicate system outages and known issues to affected users

Requirements

• High school diploma or equivalent required, Associate degree in IT or related field a plus
• Strong verbal and written communication skills
• Basic understanding of computer hardware, software, and networking concepts
• Ability to troubleshoot common Windows and Microsoft Office issues
• Comfortable working independently in a remote environment
• Excellent organizational skills and attention to detail
• Customer service mindset with patience under pressure
• Familiarity with ticketing systems such as Zendesk or ServiceNow a plus
• Reliable home internet connection and a dedicated workspace

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling
• Home office equipment stipend
• Professional development and certification reimbursement
• Employee assistance program
• Opportunities for growth into Tier 2 support roles
• Collaborative and supportive team culture