IT HelpDesk Support
Job in
San Diego, San Diego County, California, 92189, USA
Listed on 2026-07-13
Listing for:
Virtual Teammate
Full Time
position Listed on 2026-07-13
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
IT Help Desk Support
Location: Permanent WFH (Remote)
Role Type: Independent Contractor
Schedule: Night Shift | Monday–Friday (Pacific Time)
About the RoleWe are seeking a proactive IT Help Desk Support Specialist to join our remote team. This role is responsible for providing Tier 1 IT support to end users, managing helpdesk tickets, and ensuring smooth and secure operations of IT systems. The ideal candidate combines technical troubleshooting skills with excellent communication and customer service abilities to deliver timely and effective support.
Key Responsibilities- Log, track, update, and resolve help desk tickets while maintaining detailed resolution notes.
- Ensure accountability, transparency, and consistent service delivery.
- Provide Tier 1 support including basic troubleshooting and IT assistance.
- Assist with account setup, password resets, permissions, and access changes across systems and tools.
- Support secure and efficient user access management.
- Assist with routine system checks, updates, backups, and basic maintenance tasks.
- Help prevent issues before they impact operations and users.
- Maintain accurate documentation of tickets, system procedures, and recurring issues.
- Contribute to internal knowledge bases and self-service resources for end users.
- Provide clear, professional, and supportive assistance to users.
- Explain technical concepts in simple terms and maintain a service-oriented mindset.
Skills & Qualifications
- Strong communication skills and customer service orientation
- Ability to work US business hours (night shift Philippine time)
- Technical troubleshooting and systems knowledge:
- Operating systems (Windows, macOS)
- Common business applications
- Hardware and basic networking
- Ticketing systems (e.g., Jira, Zendesk, Fresh service)
- Attention to detail and security awareness:
- Strong understanding of access controls, security best practices, and accurate documentation
- Experience with IT ticketing systems like Service Now or similar
- Previous experience supporting remote teams or US clients
- First Response Time: Initial response within SLA (15–30 mins for high priority, same business day for standard requests)
- Ticket Resolution Time: 90–95% of tickets resolved within SLA
- First Contact Resolution Rate: 70–80% or higher
- User Satisfaction Score (CSAT): Maintain 85% or higher
- Provides timely and effective IT support to minimize downtime
- Improves IT processes and documentation for consistent service delivery
- Contributes to a positive end-user experience through professional, proactive assistance
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