Remote IT Help Desk Agent - Entry-Level Support

Talentoma; Virginia; Remote; USD 55,000 - 67,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Service Desk Agent to handle password resets, software errors, connectivity questions, and remote access requests. This fully remote role is based in Virginia, USA, with a 40-hour work week and variable shifts.

You will respond to user incidents, provide step-by-step guidance, and coordinate with IT teams to restore productivity. You will use Jira Service Management and TeamViewer to observe issues, log thorough notes, and escalate when needed, ensuring a high-quality

Qualifications

• High school diploma or equivalent.
• Ability to learn an IT help desk such as Jira Service Management and follow established request-routing procedures.
• Ability to explain routine technical steps clearly to users with different levels of technical familiarity.
• Ability to review reported symptoms, ask focused questions, and recognize when an issue needs escalation.
• Careful approach to entering complete issue notes and maintaining accurate request status information.

Responsibilities

• Receive user requests through an IT help desk such as Jira Service Management, email, and assigned support queues.
• Review each request to understand the reported symptoms, affected application, device details, user impact, and requested outcome.
• Confirm the user through approved steps before assisting with password resets, account access questions, or basic profile updates.
• Use a remote support tool such as TeamViewer when authorized to observe issues and provide step-by-step assistance.
• Update issue notes with actions taken, troubleshooting results, user communications, and the current status before closing or routing work.
• Follow up with users when additional details, screenshots, error messages, or confirmation of resolution are needed.
• Escalate unresolved, recurring, or higher-impact issues to the appropriate technical team or IT service desk team lead with complete notes.
• Meet quality expectations measured by accuracy, turnaround, complete notes, appropriate follow-up, and clear user guidance.

Skills

Clear communication

Questioning techniques

Escalation judgment

Learning IT processes

Remote work discipline

Education

High school diploma or equivalent

Tools

Jira Service Management

TeamViewer

Okta

Windows 11

Job description

Talentoma is seeking a Service Desk Agent to handle password resets, software errors, connectivity questions, and remote access requests. This fully remote role is based in Virginia, USA, with a 40-hour work week and variable shifts.

You will respond to user incidents, provide step-by-step guidance, and coordinate with IT teams to restore productivity. You will use Jira Service Management and TeamViewer to observe issues, log thorough notes, and escalate when needed, ensuring a high-quality