Help Desk Representative

Horizons National is seeking a customer-focused Help Desk Representative to provide first-level technical support to national staff, affiliate programs, educators, and volunteers. This role is responsible for resolving technology issues, managing support requests, and ensuring users have reliable access to the systems and tools needed to advance Horizons National’s mission of expanding educational opportunities for students., * Serve as the first point of contact for technology support via phone, email, chat, and the help desk ticketing system.

• Troubleshoot hardware, software, login, email, and connectivity issues for staff and affiliate program users.
• Create, update, and resolve support tickets while maintaining accurate documentation.
• Assist users with Microsoft 365, Zoom, Google Workspace, and other organizational applications.
• Set up and maintain employee and affiliate user accounts, passwords, and permissions.
• Support onboarding and offboarding by preparing technology accounts and coordinating equipment.
• Escalate complex technical issues to the IT Manager or external technology vendors as needed.
• Develop and maintain user guides and knowledge-base documentation.
• Promote cybersecurity best practices, including password security and phishing awareness.
• Deliver courteous, timely, and professional customer service aligned with Horizons National’s mission and values.

• High school diploma or equivalent required; associate’s degree in Information Technology or a related field preferred.
• One to three years of experience in a help desk, technical support, or customer service role.
• Experience supporting Windows and macOS operating systems.
• Working knowledge of Microsoft 365, Google Workspace, Zoom, and cloud-based applications.
• Familiarity with help desk ticketing systems such as Zendesk, Freshservice, or Jira Service Management.
• Strong troubleshooting, organizational, and communication skills.
• Ability to work independently in a remote environment while collaborating with a distributed team.

Preferred Qualifications

• Experience supporting nonprofit organizations, schools, or educational programs.
• CompTIA A+ or similar IT certification.
• Knowledge of cybersecurity best practices and identity management.

Skills

• Excellent customer service and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Clear written and verbal communication.
• Time management and attention to detail.
• Ability to prioritize multiple support requests.
• Commitment to confidentiality and data security.

5.05.0 out of 5 stars Remote $25.09 - $35.81 an hour - Part-time, Full-time, Pulled from the full job description

• Referral program
• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off, * Remote work flexibility
• Medical, dental, and vision insurance
• Paid time off and holidays
• Retirement savings plan
• Professional development opportunities
• Employee Assistance Program

Horizons National is committed to fostering an inclusive workplace where diversity is valued and everyone has the opportunity to contribute to the organization’s mission. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

Pay: $25.09 - $35.81 per hour, * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance