Careerscape is hiring a Remote Help Desk Specialist to provide technical support to employees via phone, email, chat, and remote desktop tools. The ideal candidate is a tech-savvy problem solver with strong communication skills and experience in help desk, IT support, or technical support. This is a fully remote opportunity with a competitive salary and benefits package.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
About the Role
Careerscape is partnering with a fast-growing technology company to hire a Remote Help Desk Specialist (Work From Home) for their U.S.-based, fully distributed IT team. This is a fantastic opportunity for a tech-savvy problem solver who enjoys helping users, troubleshooting issues, and being part of a collaborative IT support team — all from the comfort of home.
As a Help Desk Specialist, you'll be the go-to resource for employees needing technical help with hardware, software, accounts, and connectivity. You'll resolve tickets through phone, email, chat, and remote desktop sessions, ensuring every user gets fast, friendly, and effective support.
If you're a curious troubleshooter who thrives in a remote IT environment and takes pride in delivering excellent technical support, we'd love to hear from you. No four-year degree required. We provide paid training and certification support.
Compensation
- Base salary: $58,000 – $78,000, commensurate with experience
- Quarterly performance bonus: up to $2,500 per quarter based on ticket resolution and CSAT metrics
- Estimated total compensation: $68,000 – $88,000+ on-target
- Annual reviews with merit-based raises and certification bonuses
What You'll Do
- Provide Tier 1 and Tier 2 technical support to end users via phone, email, chat, and remote desktop tools
- Troubleshoot hardware, software, network, printer, VPN, and connectivity issues across Windows and macOS
- Manage user accounts, permissions, and access requests through Active Directory, Azure AD, and Google Workspace
- Document all tickets, resolutions, and escalations clearly in the ticketing system (ServiceNow, Jira Service Management, Freshservice, or Zendesk)
- Image, configure, and ship laptops and equipment to remote employees during onboarding
- Support Microsoft 365, Google Workspace, Slack, Zoom, and other SaaS productivity tools
- Escalate complex issues to senior engineers or specialty teams when needed
- Identify recurring issues and contribute to root-cause analysis and process improvements
- Meet or exceed individual and team SLAs for first-response time, resolution time, and customer satisfaction
- Maintain and contribute to the internal IT knowledge base, FAQs, and how-to documentation
- Support new hire IT onboarding and offboarding workflows
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What We're Looking For
- High school diploma or equivalent (Associate's, Bachelor's, or relevant certifications a plus)
- 1+ years of experience in help desk, IT support, desktop support, or technical support
- Strong working knowledge of Windows, macOS, and common office and productivity software
- Familiarity with Active Directory, Azure AD, Google Workspace, and Microsoft 365 administration
- Comfortable using ticketing systems and remote support tools (TeamViewer, Splashtop, BeyondTrust, etc.)
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly
- Strong problem-solving skills and the ability to stay calm under pressure
- Reliable high-speed internet and a quiet, dedicated home workspace
- Availability to work flexible shifts, including occasional evenings or weekends for on-call rotations
- Self-motivated, dependable, and able to work independently in a fully remote setting
Nice to Have
- 2+ years of experience in a remote help desk or IT support role
- CompTIA A+, Network+, Security+, ITIL, or Microsoft certifications
- Experience with MDM tools (Jamf, Intune, Kandji) and endpoint management platforms
- Hands-on experience with ServiceNow, Jira Service Management, Freshservice, or Zendesk
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting)
- Familiarity with PowerShell or basic scripting
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Benefits & Perks
- Competitive base salary with quarterly performance bonus (see Compensation above)
- Fully remote / 100% work from home with flexible scheduling
- Comprehensive medical, dental, and vision insurance — 100% premium coverage for employees
- 20 days PTO, paid sick leave, and 12 recognized holidays
- 401(k) retirement plan with 4% employer match (after 1 year of service)
- $2,500 annual learning and development stipend, including paid certifications (CompTIA, ITIL, Microsoft, etc.)
- $1,500 home office setup budget plus monthly internet/phone reimbursement
- Paid parental leave and mental health support
- Clear promotion paths into Senior Help Desk, Systems Administrator, Network Administrator, and IT Engineer roles
- Employee discount program and wellness perks
About Careerscape Careerscape is a staffing and recruiting firm connecting top professionals with leading employers across 25+ industries. We specialize in Direct Hire, Contract Staffing, Temporary Staffing, and Executive Search, supported by recruiters with deep industry expertise.
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