Help Desk Specialist

About the Role

Key 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 & Perks

• 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