[Remote] Help Desk Specialist I
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is a company operating in the risk management sector, providing solutions for various industries. The Help Desk Specialist I serves as the first point of contact for users requiring IT support, responsible for diagnosing and resolving IT-related issues to ensure customer satisfaction.
Responsibilities
- Provide front-line support for IT incidents and service requests via phone, email, and remote tools
- Diagnose and resolve common hardware, software, connectivity, and peripheral issues
- Maintain accurate and timely updates in the ITSM system for incident management
- Use Copilot to enhance ticket clarity and initial responses when applicable
- Escalate unresolved or complex issues following established procedures
- Communicate status updates clearly to non-technical users and set expectations
- Follow documented policies and support standards while meeting service-level goals
- Collaborate within a team-based support environment
- Maintain focus on customer service, quality, and continuous technical skill development
- Perform additional duties as assigned
Skills
- High School Diploma or equivalent
- Experience in Help Desk, Call Center, or customer-facing technical support
- Knowledge of Microsoft environments including Windows OS and Microsoft 365 applications (Outlook, Teams, SharePoint, Copilot)
- Working knowledge of computer hardware, operating systems, and peripheral devices
- Experience with remote support tools (BeyondTrust/Bomgar) and ticketing systems (ServiceNow, Zendesk, BMC Helix)
- Basic understanding of networking concepts such as VPN and Virtual Desktop
- Excellent verbal, written, and telephonic communication skills
- Ability to explain technical issues clearly and empathetically to non-technical users
- Strong listening, problem-solving, organizational, and documentation skills
- Ability to manage multiple tasks in a fast-paced environment under general supervision
- HDI certification or equivalent technical experience
Benefits
- Medical (HDHP) with pharmacy coverage
- Dental and vision insurance
- Long-term disability insurance
- Health Savings Account and Flexible Spending Account options
- Life, accident, and critical illness insurance
- Pre-paid legal insurance
- Parking and transit Flexible Spending Account accounts
- 401(k) and Roth 401(k) plans
- Paid time off
Company Overview