Remote IT Help Desk Specialist

Sales Match; Phoenix (AZ); Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Fully remote workspace

Structured onboarding and training onJ

Regular check-ins with service desk

Skill development in incident mgmt and

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Sales Match is seeking a Service Desk Representative to handle calls, emails, and tickets from a fully remote home office in Arizona. The role supports employees with everyday technology issues, maintains clear handoffs, and updates tickets as part of a 40-hour weekly schedule.

You will use Jira Service Management and Talkdesk to triage requests, guide users through basic fixes, and escalate unresolved problems to specialists while documenting steps for future reference.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience answering technology questions or supporting users is preferred.
• Familiarity with incident management and IT service management concepts, including request categories, prioritization, and escalation paths.
• Basic understanding of Microsoft Windows, web browsers, application access, and common sign-in difficulties.
• Willingness to learn Jira Service Management, Talkdesk, and Splashtop through guided practice and approved support procedures.
• Ability to explain technical information in plain language, ask useful questions, and write concise technical documentation.
• Reliable computer, high-speed internet, and quiet private workspace suitable for handling calls and viewing support requests.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including clear handoffs at shift changes.
• Authorization to work in the United States.

Responsibilities

• Review incoming requests in an IT help desk such as Jira Service Management, identify the reported issue, and acknowledge each request using approved response guidance.
• Answer employee calls through a contact-center phone system such as Talkdesk, explain the support process, and confirm the best way to provide updates.
• Ask focused questions about error messages, affected applications, and recent changes, then record relevant details without requesting passwords or unnecessary personal information.
• Check request urgency and business impact against established service desk categories, assigning the appropriate priority and routing requests to the correct support group.
• Guide employees through approved basic checks for sign-in, browser, and application issues, explaining each action clearly and confirming the result before continuing.
• With employee permission, use a remote access tool such as Splashtop to view reported behavior and communicate approved troubleshooting steps within your access limits.
• Refer to internal support articles when answering questions about an operating system such as Microsoft Windows, and flag unclear instructions to the team lead.
• Escalate unresolved or recurring issues to technical specialists, including attempted steps, observed results, employee availability, and the reason additional assistance is needed.
• Follow up when updates are due, confirm whether access or application use has been restored, and explain any remaining steps before closing the ticket.
• Maintain accurate ticket notes and shift handoffs; quality is judged by information accuracy, response turnaround, complete notes, appropriate routing, and dependable follow-up.

Skills

Customer support

Communication skills

Problem solving

Explain tech to others

Education

High school diploma

Tools

Jira Service Management

Talkdesk

Splashtop

Job description

Sales Match is seeking a Service Desk Representative to handle calls, emails, and tickets from a fully remote home office in Arizona. The role supports employees with everyday technology issues, maintains clear handoffs, and updates tickets as part of a 40-hour weekly schedule.

You will use Jira Service Management and Talkdesk to triage requests, guide users through basic fixes, and escalate unresolved problems to specialists while documenting steps for future reference.