Service Desk Specialist

Talentoma; Florida; Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a Service Desk Specialist to handle calls, emails, and tickets from employees needing help returning to work. This fully remote role is based from Florida and requires a 40-hour weekly commitment.

You will work within the IT support team, log issues in Jira Service Management, and guide employees through access, password resets, and basic troubleshooting, using AnyDesk when approved.

Qualifications

• 1–2 years of service desk or related technical support experience.
• Understanding of account access management and password reset procedures.
• Familiarity with ITIL service support concepts.
• Ability to follow troubleshooting guides and maintain ticket histories.
• Comfort working fully remotely from a home office.
• Authorized to work in the United States.

Responsibilities

• Review calls, emails, and tickets at shift start.
• Document symptoms, impact, and attempts in the ticketing system.
• Verify employee identity before assisting with access changes.
• Remotely inspect and guide corrective actions using AnyDesk.
• Explain steps clearly, check understanding, and update on progress.
• Escalate unresolved incidents with complete diagnostics.

Skills

Remote support

Jira Service Management

AnyDesk

Customer service

IT troubleshooting

Education

High school diploma

Tools

Jira Service Management

AnyDesk

Job description

Monthly Pay: $4,696 - $6,763 USD per month

Summary:

Each shift begins with the service desk queue: calls, emails, and tickets from employees who need help getting back to work. This Service Desk Specialist handles focused technical support tasks, working through common access, application, and connectivity issues using clear troubleshooting steps. The position sits within the IT support team, works under a service desk team lead, and collaborates with employees, system administrators, and other technical support specialists. This is a fully remote, desk-based opportunity to work from home in Florida, United States, where accurate troubleshooting and timely updates help keep everyday business activities moving. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming calls, emails, and service tickets at the start of the shift, identifying urgent interruptions and outstanding follow-ups.
• Open and update tickets in a IT help desk such as Jira Service Management, recording symptoms, affected applications, business impact, and troubleshooting already attempted.
• Confirm the employee's identity through approved verification steps before assisting with account access, password resets, or requests for access changes.
• Use a remote support tool such as AnyDesk, with the employee's permission, to inspect settings and guide approved corrective actions remotely.
• Explain each proposed step in plain language, check understanding, and keep employees informed when an issue needs additional investigation.
• Escalate unresolved incidents, repeated failures, or broader service interruptions to system administrators or the service desk team lead with complete diagnostic notes.
• Follow up on pending tickets and requested information, coordinate updates with the assigned technical specialist, and flag delays to the team lead.
• Confirm that service is restored with the employee, summarize the resolution, and close completed tickets with clear notes for future reference.
• Review work against accuracy, turnaround expectations, complete notes, and consistent follow-up; share recurring issues and useful troubleshooting improvements during shift handoffs.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of service desk, application support, or related technical support experience preferred.
• Understanding of account access management, employee identity verification, password reset procedures, and appropriate boundaries for technical support access.
• Familiarity with ticket prioritization, incident routing, and ITIL service support concepts; ability to follow established troubleshooting guides consistently.
• Comfort learning an IT help desk such as Jira Service Management and a remote support tool such as AnyDesk while maintaining clear ticket histories.
• Clear spoken and written communication, patient explanations for nontechnical employees, and sound judgment about when to request specialist assistance.
• A reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based service desk position.
• Structured onboarding and training on an IT help desk such as Jira Service Management and a remote support tool such as AnyDesk.
• Regular check-ins with the team lead to review questions, troubleshooting approaches, and development goals.
• Opportunities to build application support, access management, network troubleshooting, and clear technical communication skills.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.