Help Desk Support Specialist

Careerscape is recruiting on behalf of our client, a mission-driven nonprofit organization based in Chicago, for a remote Help Desk Support Specialist to join their team. This is a great opportunity to bring your technical troubleshooting skills to an organization that measures success in community impact rather than just the bottom line, providing frontline IT support to staff across the country.

Day to day, you will field a steady stream of tickets and calls covering hardware, software, network access, and account issues, always with a calm and service-first attitude. People who thrive in this role enjoy problem solving, communicate clearly with non-technical staff, and take pride in being the dependable first point of contact when something is not working right.

Responsibilities

• Respond to help desk tickets, phone calls, and emails regarding hardware, software, and network issues
• Diagnose and resolve technical problems for remote and in-office staff
• Set up and configure laptops, desktops, mobile devices, and peripherals for new hires
• Manage user accounts, permissions, and password resets in Active Directory
• Document troubleshooting steps and resolutions in the ticketing system
• Escalate complex issues to Tier 2 or Tier 3 support as needed
• Support video conferencing, VPN, and remote access tools used by staff
• Maintain inventory of IT equipment and coordinate shipping for remote employees
• Assist with onboarding and offboarding of employee technology
• Contribute to internal documentation and knowledge base articles

Requirements

• 1 or more years of experience in a help desk or technical support role
• Strong working knowledge of Windows and macOS operating systems
• Familiarity with Active Directory, Office 365, and common ticketing systems
• Experience troubleshooting hardware, software, and basic network connectivity issues
• Excellent written and verbal communication skills with non-technical users
• Ability to manage multiple tickets and priorities in a fast-paced environment
• Comfortable working independently in a fully remote setting
• Associate degree or IT certification such as CompTIA A+ preferred
• Must be authorized to work in the United States

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with employer match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling
• Home office equipment and internet stipend
• Professional development and certification support
• Employee assistance program
• Paid parental leave
• Opportunity to work for a mission-driven organization
• Collaborative and supportive team culture

Job Type: Full-Time | Work Type: Remote | Industry: Information Technology | Experience: Entry