Remote IT Help Desk Analyst

Talentoma; Washington; Remote; USD 64,000 - 76,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma in the United States is seeking an entry-level IT help desk contractor. The role handles calls, emails, and tickets, reviews issues, and guides employees through initial checks from a remote home office in Washington.

It requires a 40-hour weekly commitment and offers fully remote work with varying shifts. You will work under a service desk lead, use Freshservice for ticketing, and collaborate with technicians and system admins.

Qualifications

• High school diploma or equivalent.
• Basic understanding of operating systems, applications, hardware, and connectivity.
• Familiarity with IT help desk concepts and Freshservice.

Responsibilities

• Review incoming calls, emails, and tickets in a help desk system to identify issue, app, and requested assistance.
• Ask employees focused questions about errors and impact to gather context.
• Check ticket details, search related incidents, and assign category/priority using standard guidance.
• Document observations without assuming root cause; reference approved materials.
• Guide employees through initial checks and record results for analysis.
• Identify recurring symptoms by comparing new reports with existing incidents.
• Route deeper issues to technicians with context and messages.
• Monitor tickets, provide status updates, and communicate clearly to employees.
• Confirm service restoration and prepare handoff notes for unresolved issues.
• Review daily patterns and team metrics; focus on accuracy, turnaround, and follow-up.

Skills

Basic IT knowledge

Strong written and verbal comms

Asking focused questions

Summarizing findings

Freshservice familiarity

Education

High school diploma or equivalent

Tools

Freshservice

Job description

Talentoma in the United States is seeking an entry-level IT help desk contractor. The role handles calls, emails, and tickets, reviews issues, and guides employees through initial checks from a remote home office in Washington.

It requires a 40-hour weekly commitment and offers fully remote work with varying shifts. You will work under a service desk lead, use Freshservice for ticketing, and collaborate with technicians and system admins.