Compensation: Competitive salary commensurate with experience, qualifications, and location. Indicative range: $48,000 – $72,000 (USD equivalent), plus benefits.
Role Overview
We are hiring a Help Desk Specialist to be the first line of support for technical issues across the organisation. The role triages, troubleshoots, and resolves end-user problems — fast, kindly, and with thorough documentation.
Key Responsibilities
- Respond to help desk tickets via email, chat, and ticketing system
- Troubleshoot hardware, software, and network issues for remote employees
- Manage user accounts, access requests, and password resets
- Set up and onboard new employees on systems and devices
- Maintain IT documentation and knowledge base articles
- Escalate complex issues to senior IT staff with full context
Required Skills and Qualifications
- 1+ years in a help desk, IT support, or similar role
- Strong working knowledge of Windows, macOS, and common SaaS tools
- Familiarity with ticketing systems (Jira Service Desk, Freshservice, Zendesk)
- Patience and empathy when supporting non-technical users
- Clear written and verbal communication
- Basic networking knowledge and security awareness
What You'll Bring
- Patience, empathy, and a genuine interest in helping people solve problems
- Clear written communication and a calm tone under pressure
- Strong attention to detail and follow-through on every interaction
- Comfort working asynchronously across time zones
What We Offer
- Fully remote, flexible work hours
- Performance-based bonus structure
- Annual learning & development stipend
- Health and wellness benefits (varies by location)
- Opportunity to work on high-scale, real-world impact projects
Equal Opportunity Statement
This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.
Help Desk Specialist • Newcastle, UK
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