Help Desk Specialist I

CorVel Career Site•Portland, OR

4d•$19 - $31•Remote

About The Position

The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues. This role serves as the initial point of contact, responsible for accurate incident intake, troubleshooting, documentation, and resolution or escalation in accordance with established support procedures and service expectations. The Help Desk Specialist I applies structured troubleshooting techniques to diagnose hardware, software, connectivity, and peripheral issues, while maintaining clear and professional communication throughout the incident lifecycle. This role ensures incidents and requests are properly logged, categorized, prioritized, and monitored to support timely service restoration and customer satisfaction. The Help Desk Specialist works under general supervision, follows documented policies and knowledge resources, and collaborates effectively within a team-based support model. Success in this role requires strong analytical skills, attention to detail, sound judgment, and a continuous improvement mindset aligned with ITSM best practices. This is a remote position.

Requirements

Working knowledge of computer hardware, operating systems, and peripheral devices
Experience supporting Microsoft based environments including Windows OS and Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, Copilot)
Experience with remote support tools (e.g., BeyondTrust/Bomgar) and ticketing systems (e.g., ServiceNow, Zendesk, BMC Helix)
Basic understanding of networking and connectivity concepts (e.g., VPN, Privileged Access Workstations, Virtual Desktop)
Excellent verbal, written, and telephonic communication skills
Ability to explain technical concepts in a clear and empathetic manner to non-technical users
Strong listening and problem-solving skills
Ability to manage multiple tasks in a fast-paced, high-volume support environment
Strong organizational and documentation skills
Analytical mindset with attention to detail
Ability to work effectively under general supervision while following established processes
High School Diploma or equivalent required

Nice To Haves

HDI certification or equivalent technical experience preferred
Experience in a Help Desk, Call Center, or customer-facing technical support environment preferred
Experience supporting Microsoft (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferred

Responsibilities

Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
Diagnose and resolve common hardware, software, connectivity, and peripheral issues
Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
Utilize Copilot to improve ticket clarity and first responses where appropriate
Escalate unresolved or complex issues to appropriate IT teams following established procedures
Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
Follow documented policies, procedures, and support standards while meeting service-level expectations
Collaborate effectively within a team-based support environment
Maintain a strong focus on customer service and quality while continuously developing technical skills
Additional duties as assigned