Remote IT Help Desk Specialist

The Helmsman Group LLC

California (MO)

Remote

USD 42,000 - 56,000

Full time

45 hours ago

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Job summary

The Helmsman Group LLC is seeking a Call Center Representative for remote Technical Support / Help Desk to provide first-level assistance via phone, email, chat, and ticketing systems. You will diagnose and resolve common hardware, software, account, connectivity, and application issues while delivering professional customer service in a remote setting.

Ideal candidates have 1–2 years in technical support or related roles, strong troubleshooting skills, and the ability to communicate clearly

Qualifications

High school diploma or equivalent required.
Associate degree or technical certification in Information Technology, Computer Science, or a related field preferred.
1-2 years of experience in technical support, help desk, call center, customer service, or a related role preferred.
Basic understanding of computers, operating systems, applications, and networking.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to explain technical concepts to customers with different levels of technical knowledge.
Strong customer service and active listening skills.
Ability to remain calm and professional when handling frustrated customers.
Basic knowledge of Windows, macOS, mobile devices, email, browsers, and common productivity applications.
Ability to work in a high-volume support environment and manage multiple priorities.

Responsibilities

Answer inbound technical support calls and respond to customer support requests through phone, email, chat, and ticketing systems.
Provide first-level technical support for hardware, software, applications, account access, and connectivity issues.
Troubleshoot common computer, mobile device, printer, application, and network problems.
Guide customers through step-by-step troubleshooting procedures in clear, easy-to-understand language.
Diagnose technical issues by asking appropriate questions and gathering relevant information.
Verify customer identity, account information, device details, and technical environment as required.
Assist users with password resets, account access, login issues, and basic permissions-related problems.
Troubleshoot common Wi-Fi, internet, VPN, email, and connectivity issues.
Assist with software installation, configuration, updates, and basic application troubleshooting.
Support operating systems, browsers, productivity applications, and approved business software.
Create, update, and manage technical support tickets in the help desk or CRM system.
Accurately document symptoms, troubleshooting steps, solutions, and unresolved issues.
Escalate complex technical problems to second-level support, network teams, system administrators, application teams, or other technical specialists.
Follow up on escalated incidents and communicate status updates to customers.
Meet established service-level agreements (SLAs), response times, resolution targets, and quality standards.
Maintain current knowledge of supported products, applications, systems, and troubleshooting procedures.
Use knowledge bases, technical documentation, scripts, and troubleshooting guides to resolve customer issues.
Identify recurring technical problems and report trends to supervisors or technical teams.
Assist with remote troubleshooting and remote-support tools when authorized.
Provide basic guidance on cybersecurity practices, password security, phishing awareness, and safe technology usage.
Protect customer information, credentials, and other confidential data.
Follow IT support procedures, security policies, escalation protocols, and quality standards.
Participate in technical training, coaching, and knowledge-sharing activities.
Assist with service improvement initiatives designed to increase first-call resolution and customer satisfaction.