Remote IT Help Desk Technician

Talentoma; Texas; Remote; USD 52,000 - 81,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an entry-level IT support professional to assist employees with access to applications and desktop functions. The role is fully remote from Texas, requiring a 40-hour weekly commitment and shifts that may vary.

You will work with the IT support team, troubleshoot issues, and document resolutions to ensure smooth operations. Responsibilities include handling tickets via Jira Service Management, guiding users through standard checks, and escalating complex issues to senior

Qualifications

• High school diploma or equivalent.
• No experience required; related experience assisting computer users or supporting workplace applications is preferred.
• Basic understanding of hardware, desktop OS, and network concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Jira Service Management is preferred.
• Ability to follow approved password management and protect confidential information.

Responsibilities

• Receive employee requests through the support queue, email, or calls, and open or update tickets using Jira Service Management.
• Confirm the affected application, error message, operating system, and business impact; record symptoms and troubleshooting steps attempted.
• Categorize each incident and assign priority using established guidance.
• Guide users through checks for Windows OS, including settings, restarts, software installs, and basic connectivity tests.
• Assist with password resets and account access using approved identity verification steps.
• Use approved remote desktop sessions with employee permission to inspect reported behavior and perform only approved steps.
• Consult available support articles and explain instructions in plain language for non-technical users.
• Escalate unresolved or recurring issues to senior technicians with error details and ticket history.
• Follow up with users and technicians to confirm resolution before closing tickets.
• Maintain complete resolution notes and flag unclear instructions to the team lead.

Skills

Verbal communication

Written communication

Patience

Problem solving

Attention to detail

Remote troubleshooting

Education

High school diploma or equivalent

Tools

Jira Service Management

Job description

Talentoma is seeking an entry-level IT support professional to assist employees with access to applications and desktop functions. The role is fully remote from Texas, requiring a 40-hour weekly commitment and shifts that may vary.

You will work with the IT support team, troubleshoot issues, and document resolutions to ensure smooth operations. Responsibilities include handling tickets via Jira Service Management, guiding users through standard checks, and escalating complex issues to senior