> Markdown version of [/jobs/ext/2462741-help-desk-representative](https://www.wearedevelopers.com/jobs/ext/2462741-help-desk-representative). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Representative - **Company:** Esperanza @ - **Location:** Cleveland, OH, United States (Remote available) - **Salary:** $48,859.0 - $71,323.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Computer Literacy, Issue Tracking Systems, Information Technology, Gsuite - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=447ae0dd735941ec ## About the Role * Strong computer skills and ability to troubleshoot common technical problems. * Familiarity with Microsoft 365 and/or Google Workspace. * Experience with Zoom, Teams or similar virtual meeting platforms. * Excellent written and verbal communication skills. * Strong customer-service and problem-solving abilities. * Ability to prioritize multiple requests and work independently. * Comfortable working remotely and communicating with a distributed team. * Bilingual English/Spanish skills are preferred., * Experience working with schools, nonprofits, educational programs, or community organizations. * Strong written and verbal communication skills. * Excellent customer-service and interpersonal skills. * Ability to communicate technical information clearly to non-technical users. * Strong attention to detail and organizational skills. * Ability to manage multiple support requests and prioritize urgent issues. * Ability to meet established response and resolution-time expectations. * Ability to work effectively with individuals from diverse cultural, educational, and socioeconomic backgrounds. This role is perfect for motivated individuals eager to grow their IT expertise in a fast-paced environment. We value energetic team players who thrive on helping others succeed through technical excellence. If you're passionate about technology support and eager to make a difference every day, we want to hear from you! ## Description Esperanza, Inc. is seeking a Full-Time Remote Help Desk Representative to provide friendly, reliable first-level technical support to staff, students, families, volunteers, and program participants. The Help Desk Representative will respond to technical-support requests by phone, email, chat, and help-desk ticketing systems. The ideal candidate is patient, customer-focused, organized, and comfortable explaining technical issues to people with different levels of computer experience. Responsibilities * Serve as the first point of contact for technical-support requests. * Provide assistance by phone, email, chat, and ticketing system. * Troubleshoot common computer, software, internet, email, and account-access problems. * Assist users with password resets and account-access issues. * Support Microsoft 365, Google Workspace, Zoom, and other commonly used applications. * Help students and program participants access virtual classes, online meetings, and digital resources. * Create, update, document, and close support tickets. * Identify and escalate issues requiring advanced technical assistance. * Provide clear, step-by-step instructions to users. * Assist with employee and volunteer technology onboarding. * Maintain accurate documentation and knowledge-base materials. * Follow cybersecurity, confidentiality, and data-protection procedures. * Provide excellent customer service while representing Esperanza's mission and values. * Perform other technology-support duties as assigned. ## Related Videos - [Tackling the Risks of AI - With AI](https://www.wearedevelopers.com/videos/1690-tackling-the-risks-of-ai-with-ai) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [WeAreDevelopers LIVE - Smoover - Who's Best at DevRel?](https://www.wearedevelopers.com/videos/1901-wearedevelopers-live-smoover-who-s-best-at-devrel) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)