Remote IT Service Desk Assistant

The Remote IT Service Desk Assistant serves as the first point of contact for clients seeking technical assistance. This role involves providing Tier 1 support for hardware, software, networking, and user account issues. You’ll help document incidents, escalate complex cases, and ensure high-quality service delivery in a fully remote environment.

Responsibilities:

Respond to service desk tickets, live chats, and email inquiries in a timely and professional manner

Troubleshoot Level 1 issues related to Windows, macOS, Office 365, VPNs, printers, and basic networking

Assist with password resets, user account creation, and software installations

Document issues, solutions, and escalations in the help desk system (e.g., Freshservice, Zendesk, or ServiceNow)

Escalate complex issues to Tier 2 or Tier 3 support as needed

Monitor system alerts and support queues throughout your shift

Follow and update standard operating procedures (SOPs) and knowledge base articles

Provide support in alignment with SLAs (Service Level Agreements) and customer expectations

Participate in team meetings and provide input on improving remote support practices

Qualifications:

1 years of IT help desk or technical support experience (can include internships or freelance work)

Familiarity with remote desktop tools (e.g., AnyDesk, TeamViewer, ConnectWise, or RDP)

Working knowledge of Microsoft 365, Windows 10/11, macOS, and common productivity tools

Strong troubleshooting and problem-solving skills

Ability to communicate technical information clearly to non-technical users

Experience with help desk ticketing systems