Remote IT Help Desk Specialist

Talentoma; Mesa (AZ); Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Fully remote work

Structured onboarding

Health coverage

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Help Desk Agent to handle calls, emails, and tickets from users needing technical assistance. This fully remote, desk-based role in Arizona supports IT users and works with the IT support team lead.

You will troubleshoot access, software, and connectivity issues, document steps in tickets, and escalate when needed. The position requires a 40-hour week with varying shifts; it offers remote work from home in Arizona.

Qualifications

• High school diploma or equivalent.
• Experience in help desk or desktop support is a plus.
• Ability to follow troubleshooting steps and communicate clearly.

Responsibilities

• Start your shift by reviewing newly assigned requests and open tickets in a IT help desk such as ServiceNow, identifying urgent access interruptions and outstanding user responses.
• Respond to incoming calls, emails, and tickets, asking focused questions about the affected application, error message, recent changes, and steps already attempted.
• Confirm the user's account and affected service through approved internal checks before making permitted access changes or sharing troubleshooting instructions.
• Record symptoms, issue categories, impact, and troubleshooting steps in the ticket so another agent can understand the situation without repeating questions.
• Guide users through approved password resets, account access recovery, browser checks, and basic desktop software troubleshooting using clear, step-by-step instructions.
• Investigate basic network connectivity problems remotely, checking connection status and isolating whether the issue affects one application or the user's broader connection.
• Use approved troubleshooting guides, test each suggested step with the user, and explain what to expect before proceeding with changes.
• Escalate unresolved issues, repeated failures, or requests beyond your access permissions to technical specialists, notifying the help desk team lead when prioritization is needed.
• Follow up on pending tickets, share progress updates, confirm that service is restored, and record the user's confirmation before closing resolved requests.
• Finish your shift with clear handoff notes; quality is judged through troubleshooting accuracy, turnaround, complete notes, appropriate escalation, and consistent follow-up.

Skills

Effective communication

Customer service

Troubleshooting

Attention to detail

Education

High school diploma

Tools

ServiceNow

Job description

Talentoma is seeking a Help Desk Agent to handle calls, emails, and tickets from users needing technical assistance. This fully remote, desk-based role in Arizona supports IT users and works with the IT support team lead.

You will troubleshoot access, software, and connectivity issues, document steps in tickets, and escalate when needed. The position requires a 40-hour week with varying shifts; it offers remote work from home in Arizona.