Remote Help Desk Technician – Entry-Level IT Support

RedHelm; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Floating holidays

Paid holidays

Job summary

RedHelm is seeking an entry-level Help Desk Technician to join our Business Process Outsourcing team in a full-time role. You will gain hands-on experience supporting end users with hardware, software, and network issues, while growing technical and professional skills.

You will handle tickets, remote troubleshooting, and communications with end users. The position offers a supportive environment, flexible scheduling, and opportunities to learn within a security-conscious, client-focused

Qualifications

• 1+ years in technical support, help desk, or related environments or equivalent education.
• Experience or exposure to using a ticketing system (preferred).
• Basic knowledge of Windows 7–11 troubleshooting.
• General understanding of peripheral device and printer/scanner setup and troubleshooting.
• Familiarity with Microsoft 365 and MS Office applications.
• Familiarity with VPN configuration and general network troubleshooting.
• Experience or exposure to providing remote support.
• Basic Active Directory knowledge (user management, password resets, etc.).

Responsibilities

• Serve as the first point of contact for end users seeking technical support via phone, email, and chat.
• Ask targeted questions to identify the problem, document details accurately, and create or update help desk tickets.
• Monitor and respond promptly to requests through the help desk ticketing system and escalate unresolved issues.
• Perform basic remote troubleshooting by guiding users through problem-solving steps.
• Identify and recommend process improvements to enhance efficiency and service quality.
• Deliver excellent customer service and maintain professional communication with end users.
• Maintain up-to-date knowledge of company procedures, products, and services.
• Meet or exceed departmental performance standards and KPIs.
• Work flexible schedules, including potential evenings, weekends, and holidays.
• Collaborate effectively within a team environment while also working independently.
• Demonstrate reliability, accountability, and consistent attendance.
• Assess situations logically, resolve issues efficiently, and seek assistance when appropriate.

Skills

Customer service

Ticketing system

Windows troubleshooting

Printer/scanner setup

Microsoft 365

VPN configuration

Remote support

Active Directory

Job description

RedHelm is seeking an entry-level Help Desk Technician to join our Business Process Outsourcing team in a full-time role. You will gain hands-on experience supporting end users with hardware, software, and network issues, while growing technical and professional skills.

You will handle tickets, remote troubleshooting, and communications with end users. The position offers a supportive environment, flexible scheduling, and opportunities to learn within a security-conscious, client-focused