Helpdesk Support

WeCare Medical Specialty Group; Hopewell (OR); Remote; USD 50,000 - 75,000; Full time

Benefits offered by this job

Remote work flexibility

Health insurance

Retirement benefits

Professional development

Job summary

WeCare Medical Specialty Group is seeking a Remote Helpdesk Support Specialist to provide technical assistance to employees and customers. You will troubleshoot hardware and software issues, resolve IT support requests, and ensure smooth day-to-day technology operations in a fully remote environment.

The ideal candidate will have strong problem‑solving abilities, excellent communication skills, and the ability to explain technical concepts to nontechnical users while working with a distributed

Qualifications

• High school diploma or equivalent; IT degree preferred.
• Experience in helpdesk or IT support is preferred.
• Basic knowledge of Windows and/or macOS.
• Familiarity with hardware, software installation, and troubleshooting.
• Understanding of networking concepts incl. Wi‑Fi, VPNs, connectivity.
• Knowledge of email platforms, office apps, and collaboration tools.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to nontechnical users.
• Good organizational skills and ability to manage multiple tickets.
• Ability to work independently and with a distributed IT team.
• Reliable internet access and a suitable computer for remote work.

Responsibilities

• Respond to IT support requests via email, phone, chat, or ticketing systems.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues.
• Assist users with setup, installations, passwords, and access.
• Provide step‑by‑step technical guidance to varied users.
• Create, update, prioritize, and resolve tickets within SLAs.
• Escalate complex issues to appropriate IT teams when needed.
• Support OS updates, software configuration, and routine maintenance.
• Manage user accounts, permissions, and access per policies.
• Maintain documentation of issues, steps, and resolutions.
• Monitor recurring issues and recommend fixes to prevent incidents.
• Maintain IT inventory records and equipment logs.
• Follow security policies and protect data.
• Contribute to knowledge bases and user documentation.

Skills

Problem solving

Communication

Organizational skills

Remote work

Independent work

Team collaboration

Troubleshooting

Customer service

IT support

Education

High school diploma or equivalent

IT/CS degree advantageous

Tools

Zendesk

Freshservice

Jira Service Management

ServiceNow

Microsoft 365

Google Workspace

Remote desktop tools

Job description

We are seeking a customer-focused, technically skilled, and reliable Remote Helpdesk Support Specialist to provide technical assistance to employees and customers. The successful candidate will troubleshoot hardware and software issues, resolve IT support requests, assist users with technical problems, and ensure smooth day-to-day technology operations.

The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a commitment to delivering timely and professional technical support in a remote work environment.

Key Responsibilities

• Respond to IT support requests submitted through email, phone, chat, or ticketing systems.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues.
• Assist users with computer setup, application installation, password resets, and account access.
• Provide step-by-step technical guidance to users with varying levels of technical knowledge.
• Create, update, prioritize, and resolve support tickets within established service-level targets.
• Escalate complex technical issues to the appropriate IT teams when necessary.
• Assist with operating system updates, software configuration, and routine maintenance.
• Support user accounts, permissions, and access management in accordance with company policies.
• Maintain accurate documentation of reported issues, troubleshooting steps, and resolutions.
• Monitor recurring technical issues and recommend solutions to prevent future incidents.
• Help maintain IT inventory records and equipment assignment logs.
• Follow information security policies and protect confidential company and customer data.
• Contribute to internal knowledge bases, troubleshooting guides, and user documentation.
• Deliver courteous, professional, and timely customer support.

Requirements and Qualifications

• High school diploma or equivalent; a degree or diploma in Information Technology, Computer Science, or a related field is an advantage.
• Previous experience in helpdesk support, IT support, technical support, or customer service is preferred.
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with computer hardware, software installation, and troubleshooting.
• Understanding of basic networking concepts, including Wi‑Fi, VPNs, and internet connectivity.
• Knowledge of email platforms, office applications, and collaboration tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to nontechnical users.
• Good organizational skills and the ability to manage multiple support tickets.
• Ability to work independently and collaborate with a distributed IT team.
• Reliable internet access and a suitable computer for remote work.

Preferred Qualifications

• CompTIA A+, Google IT Support, Microsoft, or other relevant IT certifications.
• Familiarity with ticketing systems such as Zendesk, Freshservice, Jira Service Management, or ServiceNow.
• Experience with Microsoft 365, Google Workspace, or remote desktop support tools.
• Basic understanding of cybersecurity, antivirus software, and endpoint protection.
• Familiarity with Active Directory, Microsoft Entra ID, or user account administration.
• Knowledge of IT service management principles and ITIL practices.

Work Schedule

• Fully remote work arrangement.
• Full‑time employment.
• Working hours based on company requirements and support coverage.
• Availability for scheduled virtual meetings and team collaboration.
• Occasional shift work or weekend support may be required, depending on business needs.

Annual Salary and Benefits

Estimated annual salary: $50,000-$75,000 USD.

The final compensation package will depend on the candidate's experience, technical expertise, certifications, location, and job responsibilities.

Potential benefits may include:

• Paid annual leave and holidays, subject to company policy.
• Remote work flexibility.
• Professional development and technical certification opportunities.
• Performance‑based incentives, where applicable.
• Career advancement opportunities within IT operations.
• Health insurance and retirement benefits, where offered by the employer.

Performance Expectations

The successful candidate will be expected to:

• Respond to support requests promptly and professionally.
• Resolve technical issues efficiently and accurately.
• Meet applicable response and resolution targets.
• Maintain clear and complete support documentation.
• Escalate complex incidents appropriately.
• Maintain high user satisfaction.
• Follow established security procedures and IT policies.
• Identify recurring problems and contribute to service improvements.