Service Desk Representative

Job Title: Service Desk Representative

Monthly Pay: $4,696 - $6,752 USD per month

Summary:

Each shift begins with the service desk queue: calls, emails, and tickets waiting for a clear response. You communicate with employees about everyday technology issues, helping them regain access to the applications they need for productive work. Within the IT support team, you work under a service desk team lead and coordinate with technical specialists when an issue needs deeper investigation. This fully remote position lets you work from home in Arizona, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. As your shift progresses, you keep employees informed, update tickets, and leave clear handoff notes for unresolved requests.

Job Responsibilities:

• Review incoming requests in an IT help desk such as Jira Service Management, identify the reported issue, and acknowledge each request using approved response guidance.
• Answer employee calls through a contact-center phone system such as Talkdesk, explain the support process, and confirm the best way to provide updates.
• Ask focused questions about error messages, affected applications, and recent changes, then record relevant details without requesting passwords or unnecessary personal information.
• Check request urgency and business impact against established service desk categories, assigning the appropriate priority and routing requests to the correct support group.
• Guide employees through approved basic checks for sign-in, browser, and application issues, explaining each action clearly and confirming the result before continuing.
• With employee permission, use a remote access tool such as Splashtop to view reported behavior and communicate approved troubleshooting steps within your access limits.
• Refer to internal support articles when answering questions about an operating system such as Microsoft Windows, and flag unclear instructions to the team lead.
• Escalate unresolved or recurring issues to technical specialists, including attempted steps, observed results, employee availability, and the reason additional assistance is needed.
• Follow up when updates are due, confirm whether access or application use has been restored, and explain any remaining steps before closing the ticket.
• Maintain accurate ticket notes and shift handoffs; quality is judged by information accuracy, response turnaround, complete notes, appropriate routing, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering technology questions or supporting users is preferred.
• Familiarity with incident management and IT service management concepts, including request categories, prioritization, and escalation paths.
• Basic understanding of Microsoft Windows, web browsers, application access, and common sign-in difficulties.
• Willingness to learn Jira Service Management, Talkdesk, and Splashtop through guided practice and approved support procedures.
• Ability to explain technical information in plain language, ask useful questions, and write concise technical documentation.
• Reliable computer, high-speed internet, and quiet private workspace suitable for handling calls and viewing support requests.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including clear handoffs at shift changes.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home with a desk-based focus on employee technology support.
• Structured onboarding and training on Jira Service Management, Talkdesk, Splashtop, and approved support workflows.
• Regular check-ins with the service desk team lead to review questions, feedback, and learning priorities.
• Opportunities to build incident management, technical documentation, user communication, and service desk coordination skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.