Remote Help Desk Technician

Careerscape is recruiting on behalf of our client, a growing organization seeking a motivated Remote Help Desk Technician to join its IT support team. This is a great entry point into a technology career, offering hands-on exposure to enterprise systems, direct mentorship from experienced IT staff, and a clear path for growth into more advanced technical roles.

Day to day, you will field incoming support requests via phone, email, and chat, walking users through fixes with patience and clear communication. The role suits someone who enjoys solving puzzles, stays calm when systems act up, and genuinely likes helping people get unstuck. No two tickets are exactly alike, so curiosity and a willingness to learn new tools quickly will serve you well.

Responsibilities

• Respond to inbound help desk tickets via phone, email, and chat
• Troubleshoot hardware, software, and connectivity issues for remote employees
• Reset passwords and manage user accounts in Active Directory
• Document issue resolutions and maintain accurate ticket records
• Escalate complex technical issues to Tier 2 and Tier 3 support
• Assist with onboarding setup for new hire laptops and accounts
• Support basic network troubleshooting including VPN and Wi-Fi connectivity
• Maintain and update internal knowledge base articles
• Monitor ticket queues to ensure timely response and resolution
• Provide friendly, professional customer service on every interaction

Requirements

• High school diploma or equivalent required, associate degree in IT a plus
• Basic understanding of Windows and Mac operating systems
• Familiarity with Microsoft Office 365 and common business applications
• Strong verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Comfortable working independently in a remote environment
• Reliable home internet connection and dedicated workspace
• CompTIA A+ certification or equivalent coursework preferred
• Prior customer service or call center experience a plus

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
• Paid training and certification reimbursement
• Opportunities for career growth into Tier 2 IT roles
• Employee assistance program
• Collaborative and supportive team culture