Information Technology Help Desk
Information Technology Help Desk Location: United States Work Arrangement: Remote / Hybrid Job Type: Full-Time / Part-Time Experience Level: Entry-Level / Associate Job Overview We are seeking a reliable and customer-focused Information Technology Help Desk professional to provide technical assistance and support to employees and users experiencing hardware, software, network, and system-related issues. The successful candidate will serve as an initial point of contact for IT support requests, troubleshoot common technical problems, maintain accurate service records, and help ensure that users can access and operate their technology effectively. This position is suitable for individuals with strong problem-solving skills, basic technical knowledge, and an interest in IT support. Previous experience is an advantage but may not be required for entry-level candidates.
Key Responsibilities
Respond to IT support requests through email, chat, phone, or ticketing systems. Provide technical assistance for hardware, software, and connectivity issues. Troubleshoot common computer, operating system, and application problems. Assist users with account access, password resets, and login issues. Support the installation, configuration, and maintenance of software applications. Diagnose basic network, Wi-Fi, and remote access connectivity issues. Create, update, and manage IT support tickets. Document troubleshooting steps, resolutions, and technical information. Escalate complex technical issues to appropriate IT teams. Assist with onboarding and technical setup for new employees. Maintain accurate records of IT assets and support activities. Guide users through technical procedures and system configurations. Follow IT security policies and established support procedures. Monitor unresolved support requests and follow up with users. Contribute to improving IT support processes and service quality.
Qualifications
High school diploma or equivalent; additional IT education or certifications are an advantage. Basic understanding of computer hardware, software, and operating systems. Strong troubleshooting and problem-solving abilities. Good written and verbal communication skills. Customer service mindset and patience when assisting users. Ability to explain technical information in a clear and understandable manner. Strong organizational skills and attention to detail. Ability to manage multiple support requests and prioritize tasks. Ability to work independently and collaboratively in a remote environment.
Preferred Qualifications
Previous experience in help desk, IT support, technical support, or customer service. Familiarity with Windows, macOS, Microsoft 365, and common business applications. Knowledge of ticketing systems such as ServiceNow, Jira Service Management, or Zendesk. Basic understanding of networking, VPNs, and remote troubleshooting. Familiarity with Active Directory or Microsoft Entra ID. CompTIA A+ certification or other relevant IT certifications.