Help Desk Support Representative (Work From Home)

About the role

Horizon NJ Health is looking for a motivated Help Desk Support Representative to provide first‑line technical assistance to its staff. This full‑time, remote position supports a healthcare organisation dedicated to low‑income communities, ensuring that employees can rely on stable IT services.

Key responsibilities

• Act as the primary contact for technical issues via phone, email, or ticketing system.
• Perform remote troubleshooting using diagnostic techniques and clear questioning.
• Guide users step‑by‑step through problem‑resolution processes.
• Escalate unresolved tickets promptly to higher‑level support.
• Document issues, actions taken, and resolutions in the help‑desk logs.
• Provide timely status updates to users.
• Suggest improvements to systems and support procedures.
• Maintain professional customer service in all interactions.
• Help create and update technical documentation and user guides.

Required profile

• Proven experience in a help‑desk, technical support, or customer‑service role.
• Strong understanding of computer systems, mobile devices, and related technology.
• Familiarity with help‑desk software, remote support tools, and ticketing systems.
• Excellent problem‑solving and communication abilities.

Required skills

• Help desk software
• Remote support tools
• Ticketing systems

What we offer

• Competitive hourly rate of $35‑$45 USD.
• Fully remote work environment.
• Opportunity to contribute to a mission‑driven healthcare organization.