Careerscape is recruiting on behalf of our client for a Remote Help Desk Assistant to join a growing technology support team. This is an excellent entry point into IT: you will be the friendly first point of contact for employees who need help, building hands-on troubleshooting skills with real tools and real mentorship from experienced technicians.
The day-to-day is fast-moving and people-focused. You will answer tickets and calls, walk users through fixes, and escalate trickier issues to senior staff. Candidates who thrive here are patient communicators, curious problem solvers, and organized self-starters who enjoy helping others and are eager to grow a long-term career in IT.
Responsibilities
- Respond to incoming support requests via phone, email, chat, and ticketing system
- Log, categorize, and prioritize tickets accurately in the service desk platform
- Troubleshoot common hardware, software, network, and connectivity issues
- Provide password resets and account unlocks following security procedures
- Guide users through setup of applications, email, VPN, and printers
- Escalate complex issues to Tier 2 or senior technicians with clear documentation
- Follow up with users to confirm issues are fully resolved
- Update and maintain knowledge base articles and troubleshooting guides
- Assist with onboarding new employees by preparing accounts and equipment instructions
- Maintain a professional, courteous approach to every customer interaction
Requirements
- High school diploma or equivalent; associate degree or IT coursework a plus
- 6 months of help desk, customer service, or technical support experience preferred
- Basic knowledge of Windows, macOS, and Microsoft 365
- Familiarity with networking fundamentals such as Wi-Fi, DNS, and VPN
- Strong verbal and written communication skills
- Ability to explain technical concepts in plain language
- Good organizational skills and attention to detail
- Reliable high-speed internet and a quiet home workspace
- CompTIA A+ or similar certification is a plus
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Generous paid time off and paid holidays
- Fully remote work with a home office equipment setup
- Paid training and certification reimbursement
- Clear career path into systems administration and security roles
- Flexible, supportive team culture
- Life and disability insurance