Remote Help Desk Agent — Grow in Tech Support

Sales Match; City of Syracuse (NY); Remote; USD 60,000 - 81,000; Full time

Benefits offered by this job

Fully remote

Onboarding & training

Regular check-ins

Skill development

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Sales Match is seeking a Help Desk Representative to handle user questions about account access, software errors, and connection issues. You will relay clear steps and updates to keep users productive, operating within the technical support team on a fully remote basis in New York, United States, with a 40-hour weekly commitment.

You will log requests in the help desk system, guide users through checks, escalate unresolved issues, and provide complete notes for handoffs and future reference,

Qualifications

• High school diploma or equivalent.
• No experience required; related experience assisting users with everyday computer questions or handling service inquiries is preferred.
• Basic understanding of software access, web browsers, common connection issues, and the difference between individual and wider service interruptions.
• Familiarity with support queues and a IT help desk such as Freshservice is preferred; willingness to learn structured ticket updates is essential.
• Ability to explain technical instructions patiently, ask focused questions, and write concise summaries that another support team member can understand.
• Basic awareness of computer networking and ITIL service support concepts is preferred, with readiness to follow documented procedures.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for confidential user conversations and desk-based support work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage.
• Authorization to work in the United States.

Responsibilities

• Receive user inquiries through the help desk queue, email, and calls, clarifying the issue and what information will help the team respond.
• Open and update requests in a IT help desk such as Freshservice, recording symptoms, affected applications, error messages, and contact method.
• Confirm scope and urgency by asking who is affected and when the issue began.
• Explain approved account access and password reset steps without requesting passwords.
• Guide users through checks for browser settings, application access, and network connections, recording results.
• Search internal support articles for established answers and share relevant instructions.
• Escalate unresolved errors or widespread interruptions to technical specialists and inform the team lead when needed.
• Follow up on open requests and provide updates until next actions are taken.
• Confirm resolution, summarize outcomes, and close requests with notes for future reference.
• Meet quality expectations with accurate ticket details and dependable follow-up.

Skills

Clear communication

Customer service

Problem solving

Effective written summaries

Education

High School Diploma or equivalent

Job description

Sales Match is seeking a Help Desk Representative to handle user questions about account access, software errors, and connection issues. You will relay clear steps and updates to keep users productive, operating within the technical support team on a fully remote basis in New York, United States, with a 40-hour weekly commitment.

You will log requests in the help desk system, guide users through checks, escalate unresolved issues, and provide complete notes for handoffs and future reference,