Remote Help Desk Specialist: IT Support & Troubleshooting

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

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.