Help Desk Support

Job Overview Horizon NJ Health is seeking a motivated and customer-focused Help Desk Support Representative to join our team. This is a full-time , work-from-home position for candidates based in United States . As a key member of our IT support team, you will be the first point of contact for technical assistance, ensuring our staff can effectively serve our communities. Horizon NJ Health is a healthcare organisation dedicated to improving access to quality health care for low-income individuals and families. We are committed to enhancing the overall health and well-being of the communities we serve, and we are looking for a professional who shares our passion for making a difference. This role is critical in maintaining the operational efficiency that allows us to deliver vital services, including preventive care, wellness programmes, and mental health support. * Job Title: Help Desk Support Representative (Work From Home) * Employment Type: Full-time * Location: Remote (based in United States) * Salary: $35 - $45 USD per hour Responsibilities * Serve as the primary point of contact for colleagues seeking technical assistance via phone, email, or our internal ticketing system. * Perform remote troubleshooting by using diagnostic techniques and asking pertinent questions to determine the nature of the problem. * Walk users through the problem-solving process with clarity and patience. * Escalate unresolved issues to the next level of support personnel in a timely manner. * Accurately record all issues, troubleshooting steps, and resolutions in our help desk logs. * Provide prompt and accurate feedback to users, keeping them informed of their request status. * Identify and suggest potential improvements to our systems and support procedures. * Maintain a high degree of professionalism and customer service in all interactions. * Assist in creating and maintaining technical documentation and user guides. Qualifications * Proven experience in a help desk, technical support, or customer service role. * A strong understanding of computer systems, mobile devices, and other technology products. * Familiarity with help desk software, remote support tools, and ticketing systems. * Excellent problem-solving and communication skills. * The ability to diagnose and resolve basic technical issues effectively. * A patient and customer-oriented approach. * The discipline and self-motivation to work independently in a remote environment. * Proficiency in English, with strong written and verbal communication abilities. * Experience working within a healthcare or other regulated environment is desirable but not essential.