Remote Help Desk Technician

• Respond to support requests from employees via phone, email, chat, and ticketing system
• Diagnose and resolve hardware, software, network, and account access issues
• Reset passwords and manage user accounts in Active Directory and Microsoft 365
• Provide remote assistance using screen-sharing and remote desktop tools
• Log, prioritize, and track all incidents and service requests in the ticketing system
• Escalate complex issues to senior IT staff with clear and detailed documentation
• Set up, configure, and ship laptops, peripherals, and mobile devices to remote employees
• Create and update knowledge base articles and user guides
• Follow up with users to confirm issues are fully resolved and satisfaction is high
• Support onboarding and offboarding of employees from an IT perspective

Help Desk, Help Desk, Systems Administration/Management, Network Security, Identify Issues, User Account Administration, Microsoft Active Directory, Desktop PC, Maintenance Services, Establish Priorities, * High school diploma or equivalent; associate or bachelor’s degree in IT or a related field preferred

• 6 months or more of help desk, customer service, or technical support experience (internships and coursework considered)
• Familiarity with Windows, macOS, and Microsoft 365
• Basic understanding of networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi
• Strong written and verbal communication skills
• Good problem-solving skills and the ability to stay calm under pressure
• Ability to work independently from a home office with reliable high-speed internet
• CompTIA A+ or similar certification a plus
• Ability to work a schedule aligned with Eastern Time business hours

• Medical, dental, and vision insurance
• 401(k) with company match
• Generous paid time off and paid holidays
• Fully remote work with flexible home-office setup
• Home office equipment and technology provided
• Monthly internet or phone stipend
• Paid training and certification reimbursement
• Clear career growth path within IT
• Paid parental leave
• Employee wellness and assistance programs

Careerscape is recruiting on behalf of our client, a growing organization, for a full-time Remote Help Desk Technician based in New York. This is a great first step into an IT career, with hands-on exposure to real-world systems, supportive teammates, and clear paths to advance into systems administration, networking, or security.