Remote Help Desk Agent

Location: Remote
Job Type: Full-Time / Part-Time
Department: IT Support / Customer Support
Reports To: IT Support Manager / Help Desk Supervisor

We are looking for a skilled Remote Help Desk Agent to join our support team and provide technical assistance to internal teams and/or external customers. In this role, you will resolve technical issues, offer troubleshooting guidance, and ensure that all system-related inquiries are handled efficiently. You’ll work remotely, assisting with software, hardware, network issues, and more, while ensuring high customer satisfaction and system uptime.

• Provide technical support via chat, email, and phone, addressing software, hardware, and network issues.

• Diagnose and resolve technical problems related to operating systems, applications, and IT infrastructure.

• Assist users with setup, configuration, and troubleshooting of hardware and software.

• Document all support tickets, solutions provided, and follow-ups in the help desk system.

• Escalate more complex or unresolved issues to the appropriate internal teams (e.g., development or systems engineering).

• Offer step-by-step guidance to users and ensure clear communication of technical concepts.

• Maintain up-to-date knowledge of company software and hardware systems to provide accurate support.

• Monitor support queues to ensure timely resolution of tickets and issues.

• Provide feedback and suggestions for system improvements based on recurring technical issues or user feedback.

• Participate in training sessions and team meetings to keep skills and knowledge current.

• Proven experience as a help desk agent, technical support specialist, or similar role.

• Strong technical knowledge of IT systems, software, and hardware troubleshooting.

• Excellent written and verbal communication skills to explain technical issues in a simple, clear manner.

• Proficiency in common help desk tools and software (e.g., Zendesk, ServiceNow, Jira, or similar platforms).

• Experience with remote troubleshooting and assisting users in a virtual environment.

• Basic understanding of network configurations and internet connectivity issues.

• Ability to manage multiple support tickets while prioritizing high-impact issues.

• Self-starter with the ability to work independently in a remote setting.

• Reliable internet connection and a dedicated work environment.

• Certification in IT or Help Desk support (CompTIA A+, ITIL, etc.) is a plus.

• Familiarity with remote desktop tools and management software (e.g., TeamViewer, AnyDesk).

• Experience with ticketing systems and knowledge base management.

• Familiarity with SaaS, cloud platforms, and mobile device support.

• Fluency in multiple languages is a plus.

• Fully remote position with flexible hours.

• Competitive compensation based on experience.

• Paid time off and observed holidays.

• Opportunities for ongoing training and certification support.

• A supportive and collaborative work environment.