[Remote] Help Desk Specialist I

Note: The job is a remote job and is open to candidates in USA. CorVel Corporation is a national provider of industry-leading risk management solutions. The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues, serving as the initial point of contact for incident intake and troubleshooting.

Responsibilities

• Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
• Diagnose and resolve common hardware, software, connectivity, and peripheral issues
• Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
• Utilize Copilot to improve ticket clarity and first responses where appropriate
• Escalate unresolved or complex issues to appropriate IT teams following established procedures
• Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
• Follow documented policies, procedures, and support standards while meeting service-level expectations
• Collaborate effectively within a team-based support environment
• Maintain a strong focus on customer service and quality while continuously developing technical skills
• Additional duties as assigned

Skills

• Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
• Diagnose and resolve common hardware, software, connectivity, and peripheral issues
• Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
• Utilize Copilot to improve ticket clarity and first responses where appropriate
• Escalate unresolved or complex issues to appropriate IT teams following established procedures
• Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
• Follow documented policies, procedures, and support standards while meeting service-level expectations
• Collaborate effectively within a team-based support environment
• Maintain a strong focus on customer service and quality while continuously developing technical skills
• Working knowledge of computer hardware, operating systems, and peripheral devices
• Experience supporting Microsoft based environments including Windows OS and Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, Copilot)
• Experience with remote support tools (e.g., BeyondTrust/Bomgar) and ticketing systems (e.g., ServiceNow, Zendesk, BMC Helix)
• Basic understanding of networking and connectivity concepts (e.g., VPN, Privileged Access Workstations, Virtual Desktop)
• Excellent verbal, written, and telephonic communication skills
• Ability to explain technical concepts in a clear and empathetic manner to non-technical users
• Strong listening and problem-solving skills
• Ability to manage multiple tasks in a fast-paced, high-volume support environment
• Strong organizational and documentation skills
• Analytical mindset with attention to detail
• Ability to work effectively under general supervision while following established processes
• High School Diploma or equivalent required
• HDI certification or equivalent technical experience preferred
• Experience in a Help Desk, Call Center, or customer-facing technical support environment preferred
• Experience supporting Microsoft (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferred

Benefits

• Medical (HDHP) w/Pharmacy
• Dental
• Vision
• Long Term Disability
• Health Savings Account
• Flexible Spending Account Options
• Life Insurance
• Accident Insurance
• Critical Illness Insurance
• Pre-paid Legal Insurance
• Parking and Transit FSA accounts
• 401K
• ROTH 401K
• Paid time off

Company Overview

Company H1B Sponsorship