Help Desk Specialist

Our client, a fast-growing technology company with a U.S.-based distributed workforce, is hiring a full-time Help Desk Specialist to join their remote IT support team. This work-from-home role offers a structured 40-hour week with shift flexibility, paid onboarding, and company-sponsored certification opportunities for new hires.

The position centers on supporting internal employees with day-to-day technical issues across hardware, software, account access, and connectivity. The specialist will work alongside the broader IT team to resolve tickets through phone, email, chat, and remote desktop sessions while keeping every interaction documented in the company's ticketing platform.

The ideal candidate brings hands-on experience with Windows and macOS environments, working knowledge of Active Directory and Microsoft 365, and the patience to walk non-technical users through clear solutions. This is a permanent, full-time IT position with benefits — not a contract or per-incident engagement. A four-year degree is not required.

Responsibilities

• Deliver Tier 1 and Tier 2 support to end users across phone, email, chat, and remote desktop sessions
• Diagnose and resolve issues involving hardware, software, networking, printers, VPN access, and connectivity on Windows and macOS systems
• Administer user accounts, group permissions, and access requests in Active Directory, Azure AD, and Google Workspace
• Log every ticket, fix, and escalation in the company's ticketing system such as ServiceNow, Jira Service Management, Freshservice, or Zendesk
• Image, configure, and ship laptops and peripherals to new and existing remote employees
• Provide ongoing support for Microsoft 365, Google Workspace, Slack, Zoom, and other SaaS workplace tools
• Hand off advanced or specialized issues to senior engineers and other internal teams when scope dictates
• Spot recurring problem patterns and contribute to root-cause investigations and process improvements
• Hit team and individual SLAs covering first-response time, time-to-resolution, and end-user satisfaction
• Build and update internal IT knowledge base articles, FAQs, and self-service guides
• Assist with IT components of new hire onboarding and employee offboarding workflows

Requirements

• 1 or more years of experience in a help desk, IT support, desktop support, or technical support role
• Solid working knowledge of Windows and macOS operating systems and standard productivity software
• Hands-on familiarity with Active Directory, Azure AD, Google Workspace, and Microsoft 365 administration
• Comfortable navigating ticketing platforms and remote support tools such as TeamViewer, Splashtop, or BeyondTrust
• Strong written and verbal communication skills with the ability to translate technical concepts into plain language for end users
• Demonstrated problem-solving ability and composure when working under pressure or with frustrated users
• Reliable high-speed home internet and a quiet workspace suitable for taking calls and joining video sessions
• Flexibility to cover varied shifts, including occasional evenings, weekends, or on-call rotations
• Self-directed work style with the discipline to stay productive in a fully remote environment
• High school diploma or equivalent required; associate's degree, bachelor's degree, or industry certifications are a plus
• CompTIA A+, Network+, Security+, ITIL, or Microsoft certifications are a strong plus

Benefits

• Annual base salary between $58,000 and $78,000 based on experience, plus quarterly performance bonuses up to $2,500
• Fully remote schedule with flexible shift options
• Medical, dental, and vision coverage with 100% of employee premiums covered
• 20 days of paid time off, separate paid sick leave, and 12 paid holidays each year
• 401(k) retirement plan with a 4% company match after one year of service
• $2,500 yearly learning and development stipend that covers IT certifications including CompTIA, ITIL, and Microsoft credentials
• $1,500 home office setup allowance plus monthly internet and phone reimbursement
• Paid parental leave and ongoing mental health support resources
• Defined growth track into Senior Help Desk, Systems Administrator, Network Administrator, and IT Engineer positions
• Employee discount program and additional wellness benefits