Help Desk Specialist
Provides Tier 1 IT support in a fully remote environment, troubleshooting user issues, deploying hardware and software, managing tickets, and escalating complex problems. Requires approximately one year of support experience, macOS and Windows proficiency, and strong communication skills.
About the job
Responsibilities
- Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution.
- Troubleshoot software, access, configuration, Zoom Phone, macOS, and Windows issues using structured first-line diagnostics.
- Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context.
- Manage computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment.
- Stage and deploy standard software licenses and escalate non-standard provisioning.
- Maintain and distribute role-specific onboarding training materials.
- Coordinate hardware repair, e-cycling, equipment disposal, purchase requests, and inventory tracking.
- Create and maintain IT knowledge-base content, SOPs, and support workflows.
- Participate in meetings and retrospectives and provide peer coverage across the helpdesk team.
- Transport company hardware to shipping, retail, and repair facilities as needed.
Requirements
- Approximately 1+ year of help desk, IT support, or comparable customer-facing technical experience, or equivalent coursework, certification, and hands-on practice.
- Proficiency troubleshooting macOS and Windows environments.
- Familiarity with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics.
- Familiarity with Google Workspace, Microsoft 365, Zoom, and Zoom Phone administration and troubleshooting.
- Strong written communication skills and the ability to explain technical concepts to non-technical staff.
- Sound judgment about first-line resolution versus escalation, with clear documentation and handoffs.
- Working knowledge of phishing tactics and social engineering patterns.
- Associate's or bachelor's degree, relevant certification such as CompTIA A+, or equivalent practical experience.
- Valid driver's license and reliable transportation.
- Ability to manage multiple open tickets and provide collaborative peer coverage.
Compensation & Benefits
- $27-$36 per hour.
- Medical, dental, and vision coverage.
- Healthcare reimbursement support.
- Wellness and mental health benefits.
- Flexible paid time off.
- Equity options.
- Company-provided 401(k) account.
- Home office setup and monthly internet and phone stipend.
Skills
macOS, Windows, Google Workspace, Microsoft 365, Zoom Phone, MDM, Saas Provisioning, Remote Support, Comptia A+, Phishing, Social Engineering, Ticketing Systems
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