Remote Help Desk Support Representative (Work From Home)

Job OverviewHorizon NJ Health is seeking a motivated and customer-focused Help Desk Support Representative to join our team. This is a full-time, work-from-home position for candidates based in United States. As a key member of our IT support team, you will be the first point of contact for technical assistance, ensuring our staff can effectively serve our communities.Horizon NJ Health is a healthcare organisation dedicated to improving access to quality health care for low-income individuals and families. We are committed to enhancing the overall health and well-being of the communities we serve, and we are looking for a professional who shares our passion for making a difference. This role is critical in maintaining the operational efficiency that allows us to deliver vital services, including preventive care, wellness programmes, and mental health support.Job Title: Help Desk Support Representative (Work From Home)Employment Type: Full-timeLocation: Remote (based in United States)Salary: $35 - $45 USD per hourResponsibilitiesServe as the primary point of contact for colleagues seeking technical assistance via phone, email, or our internal ticketing system.Perform remote troubleshooting by using diagnostic techniques and asking pertinent questions to determine the nature of the problem.Walk users through the problem-solving process with clarity and patience.Escalate unresolved issues to the next level of support personnel in a timely manner.Accurately record all issues, troubleshooting steps, and resolutions in our help desk logs.Provide prompt and accurate feedback to users, keeping them informed of their request status.Identify and suggest potential improvements to our systems and support procedures.Maintain a high degree of professionalism and customer service in all interactions.Assist in creating and maintaining technical documentation and user guides.QualificationsProven experience in a help desk, technical support, or customer service role.A strong understanding of computer systems, mobile devices, and other technology products.Familiarity with help desk software, remote support tools, and ticketing systems.Excellent problem-solving and communication skills.The ability to diagnose and resolve basic technical issues effectively.A patient and customer-oriented approach.The discipline and self-motivation to work independently in a remote environment.Proficiency in English, with strong written and verbal communication abilities.Experience working within a healthcare or other regulated environment is desirable but not essential.