Careerscape is recruiting on behalf of our client, a growing organization, for a full-time Remote Help Desk Technician based in New York. This is a great first step into an IT career, with hands-on exposure to real-world systems, supportive teammates, and clear paths to advance into systems administration, networking, or security.
The day-to-day is a steady mix of troubleshooting, communication, and learning. You will help employees get back to work quickly by solving login, software, hardware, and connectivity issues over phone, chat, and remote tools. People who thrive here are patient, curious, and enjoy explaining technical topics in plain language.
Responsibilities
- Respond to support requests from employees via phone, email, chat, and ticketing system
- Diagnose and resolve hardware, software, network, and account access issues
- Reset passwords and manage user accounts in Active Directory and Microsoft 365
- Provide remote assistance using screen-sharing and remote desktop tools
- Log, prioritize, and track all incidents and service requests in the ticketing system
- Escalate complex issues to senior IT staff with clear and detailed documentation
- Set up, configure, and ship laptops, peripherals, and mobile devices to remote employees
- Create and update knowledge base articles and user guides
- Follow up with users to confirm issues are fully resolved and satisfaction is high
- Support onboarding and offboarding of employees from an IT perspective
Requirements
- High school diploma or equivalent; associate or bachelor's degree in IT or a related field preferred
- 6 months or more of help desk, customer service, or technical support experience (internships and coursework considered)
- Familiarity with Windows, macOS, and Microsoft 365
- Basic understanding of networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi
- Strong written and verbal communication skills
- Good problem-solving skills and the ability to stay calm under pressure
- Ability to work independently from a home office with reliable high-speed internet
- CompTIA A+ or similar certification a plus
- Ability to work a schedule aligned with Eastern Time business hours
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Generous paid time off and paid holidays
- Fully remote work with flexible home-office setup
- Home office equipment and technology provided
- Monthly internet or phone stipend
- Paid training and certification reimbursement
- Clear career growth path within IT
- Paid parental leave
- Employee wellness and assistance programs