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