Help Desk Representative

Job Title: Help Desk Representative

Monthly Pay: $5,416 - $7,289 USD per month

Summary:

Account access questions, software error messages, and connection difficulties make up the daily work of this Help Desk Representative. The role communicates clear first steps and progress updates so users can return to their desk-based tasks with less disruption. It sits within the technical support team, works under a help desk team lead, and collaborates with users and technical specialists. This fully remote position offers work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive user inquiries through the help desk queue, email, and calls, clarifying the issue and explaining what information will help the support team respond.
• Open and update requests in a IT help desk such as Freshservice, recording symptoms, affected applications, reported error messages, and the user's preferred contact method.
• Confirm the scope and urgency of each issue by asking who is affected, when the difficulty began, and whether an approved workaround is available.
• Explain approved account access and password reset steps, following established identity verification procedures without requesting passwords or other confidential access credentials from users.
• Guide users through documented checks for browser settings, application access, and network connections, explaining each step in plain language and recording the reported result.
• Search internal support articles for established answers, share relevant instructions, and confirm that users understand the next action before ending the initial conversation.
• Escalate unresolved errors or widespread interruptions to technical specialists, notifying the help desk team lead when urgency or repeated contacts require additional attention.
• Follow up on open requests at agreed intervals, relay specialist updates, and keep users informed when the next action depends on another team.
• Confirm whether access or functionality has returned, summarize the outcome, and close resolved requests with complete notes that support future reference and consistent handoffs.
• Meet quality expectations through accurate ticket details, appropriate turnaround, clear explanations, complete notes, and dependable follow-up rather than closing requests before resolution is confirmed.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience assisting users with everyday computer questions or handling service inquiries is preferred.
• Basic understanding of software access, web browsers, common connection issues, and the difference between individual and wider service interruptions.
• Familiarity with support queues and a IT help desk such as Freshservice is preferred; willingness to learn structured ticket updates is essential.
• Ability to explain technical instructions patiently, ask focused questions, and write concise summaries that another support team member can understand.
• Basic awareness of computer networking and ITIL service support concepts is preferred, with readiness to follow documented procedures.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for confidential user conversations and desk-based support work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home within New York, with daily responsibilities performed online.
• Structured onboarding and training on a IT help desk such as Freshservice and established support procedures.
• Regular check-ins with the help desk team lead for feedback, questions, and development guidance.
• Opportunities to build user support, technical communication, troubleshooting, and service coordination skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.