Job Description

We’re looking for a Part-Time IT Helpdesk Support Specialist to provide remote support for users who need help with basic technical issues. This role blends IT troubleshooting + customer service , meaning you’ll communicate clearly while resolving common problems quickly.

You’ll work from home, follow a checklist-based support process, and help end-users with computer login issues, email access, password resets, software support, and simple device troubleshooting.

Your Core Responsibilities

• Answer IT help requests through tickets, chat, and email

• Resolve common issues including:

  • Password resets / account unlocks

  • Email access and login support

  • Software installation guidance

  • Network connectivity troubleshooting (basic)

  • Multi-factor authentication issues

• Use support documentation (knowledge base articles) to provide consistent fixes

• Track each request and update ticket notes with the solution provided

• Escalate complex issues to Level 2 support when needed

• Maintain strong customer communication and follow-up until resolved

• Follow internal security rules when accessing systems or user accounts

What You’ll Need

• US-based availability

• Basic understanding of IT support concepts:

  • Windows/Mac basics, browsers, email tools

  • Common troubleshooting methods

• Strong written communication and customer service skills

• Ability to work independently with time management skills

• Reliable internet + a home workspace

Preferred Qualifications

• 6+ months of helpdesk support, service desk, or technical support experience

• Familiar with ticket tools like Jira Service Desk, Zendesk, Freshservice, or ServiceNow

• Comfortable guiding non-technical users step-by-step

What Success Looks Like

• You consistently solve issues on the first contact

• Your tickets are clean, organized, and well documented

• Users feel supported and respected, even when frustrated

• You maintain speed without sacrificing accuracy

Benefits

• Remote work from home (Germany)

• Part-time schedule (ideal for students or flexible workers)

• Paid onboarding and IT documentation provided

• Clear growth opportunities toward Level 2 support

Remote IT support, helpdesk, service desk, troubleshooting, technical support, ticketing, customer service, work from home, part-time, Windows, Mac, email support, password reset, SaaS support.

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