Remote IT Help Desk Specialist

The Helmsman Group LLC; United States; À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

The Helmsman Group LLC is seeking an IT Specialist to provide technical support and help desk services to employees and users remotely. You will troubleshoot hardware, software, network, and account issues, and ensure timely incident resolution with strong customer service.

You will support Windows and macOS, Microsoft 365, and a range of business applications, manage user accounts, assist with onboarding, and contribute to documentation and process improvements.

Qualifications

• Associate or bachelor’s degree in IT or related field preferred.
• 1-3 years of experience in technical support, help desk, desktop support, or IT service management.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience with IT ticketing systems (ServiceNow, Jira Service Management, Zendesk, Freshservice).
• Knowledge of hardware, software, printers, peripherals, and mobile devices.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests under time constraints.
• Ability to explain technical issues clearly to users with varying knowledge.

Responsabilités

• Provide first- and second-level technical support to employees and end users.
• Respond to IT support requests via phone, email, chat, ticketing systems, and in-person assistance.
• Diagnose hardware, software, OS, network, and connectivity issues.
• Install and configure desktops, laptops, printers, and other IT equipment.
• Support Windows, macOS, and Microsoft 365 as required.
• Manage user accounts, passwords, and access rights.
• Troubleshoot network connectivity, VPN, and email issues.
• Escalate complex issues to appropriate teams.
• Document troubleshooting steps and resolutions.
• Maintain IT asset records and assist with onboarding/offboarding.
• Provide support for meeting rooms and video conferencing.
• Assist with imaging, deployment, and hardware refreshes.
• Support basic endpoint security and patch management.

Connaissances

Technical support

Help desk

Windows support

Microsoft 365

Networking basics

Active Directory

Remote support

Customer service

Troubleshooting

Formation

IT degree

Outils

ServiceNow

Jira Service Management

Zendesk

Freshservice

Description du poste

The Helmsman Group LLC is seeking an IT Specialist to provide technical support and help desk services to employees and users remotely. You will troubleshoot hardware, software, network, and account issues, and ensure timely incident resolution with strong customer service.

You will support Windows and macOS, Microsoft 365, and a range of business applications, manage user accounts, assist with onboarding, and contribute to documentation and process improvements.