We’re looking for a Part-Time IT Helpdesk Support Specialist to provide remote support for users who need help with basic technical issues. This role blends IT troubleshooting + customer service , meaning you’ll communicate clearly while resolving common problems quickly.
You’ll work from home, follow a checklist-based support process, and help end-users with computer login issues, email access, password resets, software support, and simple device troubleshooting.
Answer IT help requests through tickets, chat, and email
Resolve common issues including:
Password resets / account unlocks
Email access and login support
Software installation guidance
Network connectivity troubleshooting (basic)
Multi-factor authentication issues
Use support documentation (knowledge base articles) to provide consistent fixes
Track each request and update ticket notes with the solution provided
Escalate complex issues to Level 2 support when needed
Maintain strong customer communication and follow-up until resolved
Follow internal security rules when accessing systems or user accounts
US-based availability
Basic understanding of IT support concepts:
Windows/Mac basics, browsers, email tools
Common troubleshooting methods
Strong written communication and customer service skills
Ability to work independently with time management skills
Reliable internet + a home workspace
6+ months of helpdesk support, service desk, or technical support experience
Familiar with ticket tools like Jira Service Desk, Zendesk, Freshservice, or ServiceNow
Comfortable guiding non-technical users step-by-step
You consistently solve issues on the first contact
Your tickets are clean, organized, and well documented
Users feel supported and respected, even when frustrated
You maintain speed without sacrificing accuracy
Remote work from home (Germany)
Part-time schedule (ideal for students or flexible workers)
Paid onboarding and IT documentation provided
Clear growth opportunities toward Level 2 support