IT Help Desk Specialist - Remote

The IT Help Desk Specialist provides frontline technical support to a fully remote workforce operating in a bring-your-own-device (BYOD) environment. This role focuses on troubleshooting access, application, and system issues-ensuring employees can securely and efficiently use company platforms from their personal devices. This position is less focused on physical hardware support and more focused on system access, SaaS tools, identity management, and security compliance., * Monitor and manage incoming IT support tickets through the help desk system

• Troubleshoot access issues related to company systems, SaaS platforms, and secure environments
• Support tools such as email, VPN, EHR systems, and communication platforms
• Assist employees in securely accessing systems from personal devices (BYOD environment)
• Enforce and guide users on security protocols (MFA, password policies, device requirements)
• Support onboarding/offboarding, including account provisioning and access control
• Troubleshoot issues related to authentication, permissions, and connectivity
• Escalate complex technical issues as needed
• Maintain clear documentation of issues and resolutions

Do you have experience in Video conferences (communication methods)?, * 2+ years of IT Help Desk or Technical Support experience

• Strong experience with ticketing systems (Monday.com, Zendesk, Jira, ServiceNow, etc.)
• Experience supporting SaaS environments and remote users
• Familiarity with identity and access management (Okta, Azure AD, etc.)
• Understanding of VPNs, MFA, and secure access protocols
• Strong troubleshooting and communication skills
• Ability to differentiate between device issues vs. system/access issues, * Experience in a BYOD or remote-first environment
• Healthcare or telehealth experience
• Knowledge of HIPAA and data security best practices
• Experience with virtual desktop environments (VDI) or browser-based systems

Technical Requirements:

• Computer: Windows or Apple Computer ONLY (No Chromebooks, iPads, or iPhones)

• Headphones: Wired headphones required for optimal audio quality.

• Internet Speed: Meet minimum internet speed requirements (50 MBPS download speed and 20 MBPS upload speed), with a wired connection to the router

• Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type).

CareTalk Health is a fast-growing telehealth organization that delivers high-quality virtual care at scale. This role offers the opportunity to shape contractor operations, influence performance outcomes, and support innovative care models across a nationwide clinical workforce.

CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.