Help Desk Specialist

Talentoma; Minnesota; Remote; USD 58,000 - 76,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a Help Desk Specialist to handle account access issues, application errors, and routine IT tasks. You will work with the IT support team to resolve common problems and guide users through password resets, escalating complex cases when needed.

This fully remote role is based in Minnesota, requires a 40-hour week, and uses ticketing tools like ServiceNow and remote tools such as TeamViewer.

Qualifications

• 1–2 years of help desk or related employee-facing technical support experience preferred.
• Ability to navigate ticket queues and document troubleshooting steps clearly.
• Authorization to work in the United States and remote Minnesota work setup.

Responsibilities

• Review requests from the help desk queue, email, and calls, identify the affected app, symptoms, and impact.
• Create and update tickets in the help desk system, recording issue details and current status.
• Check scope of issue (one user vs. multiple) and prioritize using urgency and impact guidelines.
• Guide employees through password resets and account access recovery steps following privacy rules.
• Use remote support tools (e.g., TeamViewer) with employee permission to troubleshoot.
• Refer to approved troubleshooting guides and ensure instructions match symptoms before applying fixes.
• Escalate unresolved or recurring issues with detailed tests and results.
• Follow up with employees after changes, confirm access is restored, and close tickets with clear notes.
• Maintain quality through accurate troubleshooting, timely turnaround, and sharing patterns with the team lead.

Skills

Help desk experience

Incident management

Remote support tools

Clear communication

Ticketing systems

Education

High school diploma or equivalent

Tools

ServiceNow

TeamViewer

Job description

Monthly Pay: $5,218 - $6,835 USD per month

Summary

Account access problems, application errors, and connection interruptions make up the daily work of this Help Desk Specialist. The role sits within the IT support team, works under a help desk team lead, and helps employees restore access to everyday business systems. You will work with employees, application administrators, and other technical specialists to resolve routine issues and route complex problems appropriately. This fully remote position lets you work from home in Minnesota, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming requests from the help desk queue, email, and calls, identifying the affected application, reported symptoms, and impact on work.
• Create and update tickets in an IT help desk such as ServiceNow, recording the issue, contact history, troubleshooting steps, and current status.
• Check whether an issue affects one employee or several, review known interruptions, and prioritize requests using established urgency and impact guidelines.
• Guide employees through approved password resets and account access recovery steps, following established identity checks without requesting passwords or unnecessary personal information.
• Use a remote support tool such as TeamViewer with employee permission to examine reported errors and assist with approved settings adjustments.
• Refer to approved troubleshooting guides and known solutions, checking that instructions match the employee's symptoms before applying a suggested resolution.
• Escalate unresolved or recurring issues to application administrators or senior technical specialists, including error messages, tests completed, and observed results.
• Follow up with employees after changes, confirm that normal access has returned, and close tickets with clear resolution notes and any remaining actions.
• Maintain quality through accurate troubleshooting, appropriate turnaround, complete notes, and timely follow-up; share recurring issue patterns with the help desk team lead.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of help desk, desktop support, or related employee-facing technical support experience preferred.
• Working knowledge of incident management and IT service management principles, including prioritization, escalation, and confirmation that a reported issue is resolved.
• Ability to navigate ticket queues, maintain clear technical notes, and learn approved remote support procedures while respecting employee privacy.
• Clear verbal and written communication, with the ability to explain technical steps patiently to employees with different levels of computer knowledge.
• Ability to follow troubleshooting sequences, distinguish symptoms from likely causes, and recognize when additional technical expertise is needed.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Minnesota, with daily responsibilities handled through desk-based support channels.
• Structured onboarding and training on the named systems, with guided practice using ticket workflows and remote troubleshooting procedures.
• Regular check-ins with the help desk team lead to review questions, discuss recurring issues, and receive practical feedback.
• Opportunities to build incident management, remote troubleshooting, technical communication, and service prioritization skills through everyday support work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.