Service Desk Representative

Job Title: Service Desk Representative

Monthly Pay: $4,696 - $6,000 USD per month

Summary:

Each shift begins with the open service desk queue, where calls, emails, and tickets await a clear response. The Service Desk Representative directly assists users with routine technology questions, access concerns, software issues, and device guidance so employees can continue their desk-based work with minimal interruption. This entry-level role sits within the IT support team and works under an IT support team lead. The representative collaborates with users, technical support colleagues, system administrators, and approved vendors when an issue needs additional review. This is a fully remote, work from home position based in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming service tickets, calls, and emails, acknowledge requests, and identify the user, device, issue, and urgency.

• Ask focused questions to understand reported software, account access, connectivity, and workstation concerns before beginning support.

• Create and update tickets in an IT help desk such as Jira Service Management, recording troubleshooting steps, user communications, and current status.

• Guide users through approved step-by-step solutions for common login, application, browser, printer, and device settings concerns.

• Use a remote support tool such as AnyDesk when authorized to view a user workstation and assist with routine troubleshooting.

• Consult internal support articles and confirm that instructions match the reported issue before sharing guidance with users.

• Track related tasks and handoffs in a project management platform such as Trello when work requires coordination beyond the initial interaction.

• Follow up with users to confirm whether the solution worked, clarify unresolved concerns, and close tickets with complete notes.

• Escalate complex, recurring, security-related, or service-impacting issues to senior technical support staff or system administrators with a clear issue summary.

• Meet quality expectations through accurate ticket details, timely responses, complete notes, appropriate escalation, and confirmed follow-up.

Qualifications:

• High school diploma or equivalent.

• No experience required, related experience preferred.

• Familiarity with basic desktop software, web browsers, user accounts, and common workplace technology preferred.

• Interest in using an IT help desk such as Jira Service Management to organize service requests and track progress.

• Ability to follow documented troubleshooting steps and explain technical instructions in clear, patient language.

• Ability to review issue details carefully, identify relevant information, and maintain accurate ticket notes.

• Familiarity with remote assistance practices using a remote support tool such as AnyDesk preferred.

• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.

• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from a home-based desk environment in Pennsylvania, United States.

• Structured onboarding and training on an IT help desk such as Jira Service Management, a remote support tool such as AnyDesk, and a project management platform such as Trello.

• Regular check-ins with the IT support team lead to discuss questions, ticket handling, and development.

• Opportunities to build user support, software troubleshooting, ticket documentation, remote assistance, and technical coordination skills.

• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.