Remote Help Desk Technician - Entry-Level IT Support

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

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.