Help Desk Representative

Esperanza, Inc. is seeking a Full-Time Remote Help Desk Representative to provide friendly, reliable first-level technical support to staff, students, families, volunteers, and program participants.

The Help Desk Representative will respond to technical-support requests by phone, email, chat, and help-desk ticketing systems. The ideal candidate is patient, customer-focused, organized, and comfortable explaining technical issues to people with different levels of computer experience.

Responsibilities

• Serve as the first point of contact for technical-support requests.
• Provide assistance by phone, email, chat, and ticketing system.
• Troubleshoot common computer, software, internet, email, and account-access problems.
• Assist users with password resets and account-access issues.
• Support Microsoft 365, Google Workspace, Zoom, and other commonly used applications.
• Help students and program participants access virtual classes, online meetings, and digital resources.
• Create, update, document, and close support tickets.
• Identify and escalate issues requiring advanced technical assistance.
• Provide clear, step-by-step instructions to users.
• Assist with employee and volunteer technology onboarding.
• Maintain accurate documentation and knowledge-base materials.
• Follow cybersecurity, confidentiality, and data-protection procedures.
• Provide excellent customer service while representing Esperanza's mission and values.
• Perform other technology-support duties as assigned.

Qualifications

• Strong computer skills and ability to troubleshoot common technical problems.
• Familiarity with Microsoft 365 and/or Google Workspace.
• Experience with Zoom, Teams or similar virtual meeting platforms.
• Excellent written and verbal communication skills.
• Strong customer-service and problem-solving abilities.
• Ability to prioritize multiple requests and work independently.
• Comfortable working remotely and communicating with a distributed team.
• Bilingual English/Spanish skills are preferred.

Preferred Qualifications

• Experience working with schools, nonprofits, educational programs, or community organizations.
• Strong written and verbal communication skills.
• Excellent customer-service and interpersonal skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong attention to detail and organizational skills.
• Ability to manage multiple support requests and prioritize urgent issues.
• Ability to meet established response and resolution-time expectations.
• Ability to work effectively with individuals from diverse cultural, educational, and socioeconomic backgrounds.

This role is perfect for motivated individuals eager to grow their IT expertise in a fast-paced environment. We value energetic team players who thrive on helping others succeed through technical excellence. If you’re passionate about technology support and eager to make a difference every day, we want to hear from you!

Pay: $23.49 - $34.29 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Cleveland, OH 44109