Help Desk Specialist

Steno

1d • $27 - $36 • Remote

About The Position

This is an entry-level role for a Help Desk Specialist who will serve as the primary Tier 1 point of contact for end-user IT support. The role involves managing ticket intake, triage, and resolution, troubleshooting software and hardware issues, and supporting new hire deployments. The specialist will also be responsible for maintaining IT knowledge base content and collaborating with the team to ensure operational resilience. This is a fully remote position.

Requirements

• Roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice)
• Proficient in troubleshooting macOS and Windows environments
• Comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics
• Familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting
• Strong written communication skills suited to an async-first, fully remote environment
• Ability to explain technical concepts to non-technical staff in plain, reassuring language
• Sound judgment about what to resolve at the first line versus when to escalate
• Ability to write clear, structured handoffs when escalating
• Security-minded, with working knowledge of phishing tactics and social engineering patterns
• Comfort following documented escalation procedures
• An Associate's or Bachelor's degree, a relevant certification like CompTIA A+, or equivalent practical experience
• Collaborative team player who thrives on peer coverage, knowledge sharing, and managing multiple open tickets at once

Nice To Haves

• Advanced systems administration, security investigation, or scripting experience is not required

Responsibilities

• Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system
• Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating
• Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support
• Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows
• Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status
• Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications
• Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system
• Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets
• Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience

Benefits

• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans
• Healthcare Reimbursement - additional support to help offset out-of-pocket healthcare costs
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off
• Options of Equity
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree