IT Help Desk (Remote)

We are seeking a customer-focused IT Service Support Specialist to join a large higher education technology organization during its peak student onboarding season. This short-term contract will provide critical frontline technical support to a high volume of students, faculty, and staff as the academic year begins.

The ideal candidate thrives in a fast-paced help desk environment, enjoys solving technical issues, and is committed to delivering an exceptional customer experience through timely and effective support.

Responsibilities

• Serve as the first point of contact for end-user technology support via phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, account access, networking, and application-related issues with an emphasis on first-call resolution.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT service management platform.
• Escalate complex or unresolved issues to appropriate Tier II or specialized technical teams while maintaining ownership of the customer experience.
• Assist users with password resets, account management, multi-factor authentication, and common desktop support requests.
• Provide support for Windows and Mac operating systems, Microsoft 365 applications, collaboration tools, and university-supported software.
• Monitor and communicate system outages or service interruptions, providing timely updates to customers as needed.
• Follow established service desk processes, knowledge base articles, and documentation standards.
• Collaborate with technical teams to ensure timely resolution of escalated issues.
• Deliver professional, courteous, and customer-focused service while supporting a high volume of incoming requests.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Previous experience in an IT Help Desk, Service Desk, Technical Support, or Desktop Support role.
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking fundamentals, and common business applications.
• Experience using IT ticketing systems such as ServiceNow or similar platforms preferred.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.
• Ability to work independently in a fully remote setting while collaborating effectively with a distributed team.
• Strong customer service orientation and commitment to providing a positive support experience.

$20 - $24 an hour - Full-time, Contract