[Hiring] Help Desk Agent @Talentoma

Role Description

Each shift begins with the help desk queue: calls, emails, and tickets from users who need practical technical assistance. You troubleshoot everyday access, software, and connectivity problems so people can return to their work. This temporary position sits within the IT support team and works under a help desk team lead. You work with users, other help desk agents, and technical specialists to resolve issues or arrange further investigation. The position is fully remote and desk-based, allowing you to work from home in Arizona, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Start your shift by reviewing newly assigned requests and open tickets in an IT help desk such as ServiceNow, identifying urgent access interruptions and outstanding user responses.
• Respond to incoming calls, emails, and tickets, asking focused questions about the affected application, error message, recent changes, and steps already attempted.
• Confirm the user's account and affected service through approved internal checks before making permitted access changes or sharing troubleshooting instructions.
• Record symptoms, issue categories, impact, and troubleshooting steps in the ticket so another agent can understand the situation without repeating questions.
• Guide users through approved password resets, account access recovery, browser checks, and basic desktop software troubleshooting using clear, step-by-step instructions.
• Investigate basic network connectivity problems remotely, checking connection status and isolating whether the issue affects one application or the user's broader connection.
• Use approved troubleshooting guides, test each suggested step with the user, and explain what to expect before proceeding with changes.
• Escalate unresolved issues, repeated failures, or requests beyond your access permissions to technical specialists, notifying the help desk team lead when prioritization is needed.
• Follow up on pending tickets, share progress updates, confirm that service is restored, and record the user's confirmation before closing resolved requests.
• Finish your shift with clear handoff notes; quality is judged through troubleshooting accuracy, turnaround, complete notes, appropriate escalation, and consistent follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related help desk, desktop support, or user assistance experience preferred.
• Basic understanding of desktop applications, password management, account access, and common computer networking concepts.
• Familiarity with ticket queues and an IT help desk such as ServiceNow preferred, including categorizing requests and updating ticket status.
• Ability to follow troubleshooting instructions carefully, distinguish symptoms from possible causes, and recognize when further technical assistance is needed.
• Clear spoken and written communication, with patience when explaining unfamiliar technical steps to users with different experience levels.
• Ability to maintain accurate ticket notes, protect user information, and work within assigned access permissions.
• A reliable computer, high-speed internet, and quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Benefits

• Fully remote, desk-based work from home with daily opportunities to assist users through digital channels.
• Structured onboarding and training on an IT help desk such as ServiceNow, approved troubleshooting guides, and escalation procedures.
• Regular check-ins with the help desk team lead to review questions, discuss ticket examples, and receive practical feedback.
• Opportunities to build desktop support, password management, computer networking, and clear technical communication skills through everyday support work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.