Help Desk Technician

Talentoma; North Carolina; Remote; USD 52,000 - 79,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonuses

Stipends

Job summary

Talentoma is seeking a Help Desk Technician to join our remote IT support team from North Carolina. You will review tickets, troubleshoot, and resolve issues with clear notes and confirmed outcomes, enabling employees to regain access and productivity.

In this fully remote role, you will operate a 40-hour week, follow established procedures using ServiceNow and Splashtop, escalate when needed, and communicate progress with the team lead and employees.

Qualifications

• High school diploma or equivalent.
• Basic understanding of computer hardware and operating system settings.
• Familiarity with TCP/IP, DNS, DHCP, and VPN concepts at an introductory level.
• Ability to learn ticket queues and remote support systems.
• Clear verbal and written communication; reliable remote workspace.

Responsibilities

• Review incoming help desk tickets, emails, and calls and identify the issue, symptoms, and impact.
• Create and update requests in a help desk system (e.g., ServiceNow).
• Confirm issues via verification steps and ask targeted questions.
• Guide users through basic Windows checks and common issues.
• Troubleshoot connectivity and VPN behavior with approved procedures.
• Use remote tools to observe and diagnose with employee consent.
• Explain actions in plain language and document results.
• Escalate unresolved problems to senior staff with findings.
• Follow up and close tickets with detailed resolution notes.
• Meet quality expectations with accurate diagnoses and timely updates.

Skills

Remote support

TCP/IP basics

VPN concepts

Ticketing systems

Communication skills

Education

High school diploma

Job description

Monthly Pay:

$4,696 - $7,035 USD per month

Summary

A help desk request arrives, gets checked, troubleshot step by step, and closes with clear notes and a confirmed outcome. As a Help Desk Technician, you restore everyday computer access and functionality so employees can continue their work. You join the IT support team under an IT support team lead, working with employees, experienced technicians, and system administrators. This fully remote position lets you work from home in North Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming help desk tickets, emails, and calls, identifying the affected application, reported symptoms, business impact, and any troubleshooting already attempted.
• Create and update requests in a IT help desk such as ServiceNow, recording the issue category, priority, employee contact preferences, and diagnostic findings.
• Confirm the employee’s reported issue through approved verification steps, then ask focused questions to distinguish individual computer problems from broader service interruptions.
• Guide employees through basic checks for a desktop operating system such as Microsoft Windows, including settings, updates, application restarts, and error messages.
• Troubleshoot internet connectivity step by step, checking connection status, VPN behavior, and basic TCP/IP settings using approved reference materials and diagnostic procedures.
• Use a remote support tool such as Splashtop, with employee permission, to observe symptoms and perform approved checks without requiring physical access.
• Explain each troubleshooting action in plain language, confirm results after each step, and avoid changes outside the technician’s assigned permissions or instructions.
• Escalate unresolved problems, suspected widespread interruptions, or requests needing elevated permissions to experienced technicians or system administrators, including findings and attempted fixes.
• Follow up with employees and assigned specialists on open requests, communicate progress, confirm restored functionality, and close tickets with complete resolution notes.
• Meet quality expectations through accurate diagnosis, appropriate turnaround, complete notes, consistent follow-up, and feedback from the IT support team lead.

Qualifications:

• High school diploma or equivalent.
• No experience required; related help desk, computer support, or practical troubleshooting experience preferred, including experience gained through coursework or volunteer projects.
• Basic understanding of computer hardware, common peripherals, and operating system settings, with the ability to diagnose symptoms remotely through guided checks.
• Familiarity with TCP/IP, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and Virtual Private Network (VPN) concepts at an introductory level.
• Ability to learn ticket queues and remote support systems, follow approved troubleshooting instructions, and write clear technical notes for other technicians.
• Clear verbal and written communication, patience when guiding employees, and willingness to ask for assistance rather than guess at unfamiliar fixes.
• Reliable computer, high-speed internet, and quiet private workspace suitable for confidential support conversations and sustained desk-based work.
• 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 within the stated location, with daily responsibilities handled through digital support channels.
• Structured onboarding and training on the named systems, approved troubleshooting procedures, ticket documentation, and escalation paths.
• Regular check-ins with the IT support team lead to review questions, discuss feedback, and strengthen troubleshooting habits.
• Opportunities to build remote diagnostics, foundational networking, employee communication, and technical documentation skills through everyday support requests.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.