Careerscape is recruiting on behalf of our client for an entry-level Help Desk Specialist to join their growing IT support team. This is a great opportunity for a tech-savvy problem solver who is early in their career to gain hands-on experience troubleshooting hardware, software, and network issues while working alongside experienced IT professionals in a fully remote setting.
Day to day, you will field incoming support tickets and calls, walk end users through step-by-step fixes, and document solutions in a shared knowledge base. People who thrive in this role are patient, curious, and calm under pressure, enjoy explaining technical concepts in plain language, and take pride in turning a frustrated user into a satisfied one by the end of the call.
Responsibilities
- Respond to help desk tickets, emails, and calls in a timely and professional manner
- Diagnose and troubleshoot hardware, software, and connectivity issues for end users
- Guide users through step-by-step solutions via phone, chat, or remote desktop tools
- Escalate complex issues to Tier 2 or Tier 3 support when necessary
- Document all support interactions and solutions in the ticketing system
- Assist with account setup, password resets, and access permissions
- Maintain and update the internal knowledge base with new troubleshooting guides
- Monitor ticket queues to ensure service level agreements are met
- Support basic network connectivity issues including VPN and Wi Fi access
- Assist with onboarding and offboarding of employee IT equipment and accounts
Requirements
- High school diploma or equivalent required, associate degree in IT or related field a plus
- Basic understanding of Windows and Mac operating systems
- Familiarity with common productivity software such as Microsoft Office and Google Workspace
- Strong verbal and written communication skills
- Ability to explain technical issues to non-technical users clearly and patiently
- Strong organizational skills and attention to detail
- Ability to work independently in a remote environment
- Prior customer service or technical support experience is a plus but not required
- Relevant certifications such as CompTIA A+ are a plus but not required
Benefits
- Medical, dental, and vision insurance
- 401k plan with company match
- Paid time off and paid holidays
- Fully remote position with flexible scheduling
- Home office equipment stipend
- Professional development and certification reimbursement
- Employee assistance program
- Opportunities for growth into Tier 2 IT support roles
- Collaborative and supportive team culture
- Paid parental leave