Help Desk Representative

Monthly Pay: $5,416 - $6,000 USD per month

Password resets, account access barriers, software questions, and device connection concerns make up the daily work for this Help Desk Representative. The role delivers direct first-contact assistance that helps users regain access to workplace systems and continue their work with minimal disruption. It sits within the help desk team and works under a help desk team lead while partnering with users, senior support specialists, and internal IT system owners.

The representative communicates through a queue, phone calls, email, and chat to understand reported issues, provide clear guidance, and keep each request moving forward. This fully remote position is based in New York, United States, and employees work from home in a desk-based setting. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Monitor incoming support requests from the help desk queue, phone calls, email, and chat, acknowledging users promptly and identifying the type of assistance needed.
• Ask focused questions to clarify account access, software, device, connectivity, and basic system-use concerns before beginning support steps.
• Create and update service tickets in an IT help desk such as Service Now, using clear categories, priority details, user contact information, and concise issue summaries.
• Consult help articles, known issue notices, and documented support procedures to provide consistent answers and avoid repeating unnecessary steps.
• Use an identity platform such as Microsoft Entra  review available account information and complete permitted access-related actions.
• Record troubleshooting actions, user responses, outcomes, and next steps in each ticket so other support staff can continue the work when needed.
• Follow up with users when additional details, testing, confirmation, or a response to proposed steps is needed to move a request ahead.
• Escalate unresolved, recurring, access-sensitive, or higher-impact technical issues to a senior support specialist or the help desk team lead with complete notes.
• Coordinate status updates with internal IT system owners and inform users about progress, expected next actions, or resolution details.
• Maintain quality through accurate guidance, timely turnaround, complete ticket notes, appropriate follow-up, and respectful user interactions.

• High school diploma or equivalent.
• No experience required; related experience assisting users with account access, software questions, or basic technical issues preferred.
• Familiarity with an IT help desk such as Service Now and the purpose of service tickets preferred.
• Familiarity with an identity platform such as Microsoft Entra , Active Directory, or similar user access tools preferred.
• Ability to explain technical steps clearly through phone, email, chat, and written ticket updates.
• Ability to listen carefully, ask useful clarifying questions, and remain patient when users are frustrated or unfamiliar with technology.
• Reliable computer, high-speed internet, and quiet private workspace required, along with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based support setting.
• Structured onboarding and training on the named systems, including Service Now and Microsoft Entra .
• Regular check-ins with the help desk team lead to discuss progress, questions, and support priorities.
• Opportunities to build skills in identity and access management, incident management, remote user assistance, and service ticket workflows.

• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.