Junior Help Desk Specialist

Venbrook•Remote - California, CA

3d•$24 - $27

About The Position

The Junior Helpdesk Specialist supports day-to-day IT helpdesk operations by triaging support requests and coordinating equipment logistics. This role ensures tickets are routed, documented, and resolved efficiently while maintaining the equipment hub for new hire setups, replacement devices, returns, and redeployment. This is an opportunity for a service-oriented professional ready to build a career in IT support within a fast-paced, multi-division insurance holding company.

Requirements

Basic understanding of ticketing systems, hardware deployment, end-user support, and structured troubleshooting.
Strong written and verbal communication skills, including the ability to explain technical information to non-technical users.
Strong organizational skills with the ability to manage multiple requests, maintain accurate documentation, and prioritize effectively.
Customer-service mindset with strong follow-up and professional support skills.
Attention to detail, accountability, and sound judgment in determining when to resolve, prioritize, or escalate issues.
High school diploma or equivalent required

Nice To Haves

1-3 years of experience in IT support, service desk operations, technical operations, or asset coordination preferred.
Working knowledge of Windows devices, Microsoft 365, Microsoft Entra ID, Active Directory, desktop support tools, and basic networking fundamentals preferred.
Associate’s degree or IT coursework preferred.
CompTIA A+ or other entry-level IT certification a plus.

Responsibilities

Monitor incoming support tickets and route requests in line with service expectations.
Prioritize urgent issues and coordinate assignment to the appropriate IT team member or subject matter expert.
Gather details needed to support troubleshooting, including issue descriptions, screenshots, affected applications, and reproducibility.
Resolve issues when appropriate or escalate tickets to the right technician or specialist for further support.
Track ticket progress, follow up as needed, and maintain clear and accurate case documentation.
Maintain technical documentation and contribute to the IT knowledge base, including user-facing how-to guides as needed.
Order, receive, stage, and maintain equipment inventory for new hire deployments and scheduled device replacements.
Maintain accurate asset records, including device assignments, equipment movement, and replacement schedules.