Remote IT Support & User Assistance Specialist

Job Title: Remote IT Support & User Assistance Specialist

Company: Horizon NJ Health
Location: Remote
Employment Type: Full-time
Salary: $28 - $38 USD per hour

Job Overview

Horizon NJ Health is a leading healthcare organisation dedicated to improving access to quality healthcare for low-income individuals and families. Our mission is to enhance the overall health and well-being of the communities we serve by providing comprehensive managed care services, including preventive care, wellness programmes, and vital mental health support. We are currently seeking a motivated and customer-focused Remote IT Support & User Assistance Specialist to join our dedicated team. In this role, you will be the first point of contact for our internal staff, providing essential technical assistance and ensuring our team has the reliable technology needed to support our members effectively. This is a fantastic opportunity for a skilled IT professional to contribute to a mission-driven organisation from the comfort of their own home.

Responsibilities

As a key member of our IT department, your primary responsibilities will include:
* Providing first-line technical support to all employees for hardware, software, and network-related issues.
* Responding to, diagnosing, and resolving technical queries submitted via our helpdesk system, email, or phone in a timely and professional manner.
* Guiding users step-by-step through troubleshooting processes to resolve issues independently.
* Installing, configuring, and maintaining computer systems, applications, and peripherals.
* Managing user accounts, including password resets, permissions, and new user set-up.
* Escalating complex and unresolved issues to the appropriate senior IT personnel.
* Documenting all support activities, solutions, and user feedback within our ticketing system to build a comprehensive knowledge base.
* Assisting with the roll-out of new technologies and providing basic training to users.

Qualifications

To be successful in this role, you should possess the following qualifications and skills:
* Proven experience in a helpdesk, technical support, or a similar IT support role.
* A strong understanding of computer systems (Windows/macOS), mobile devices, and other technology products.
* Familiarity with remote desktop applications and helpdesk software.
* Excellent problem-solving, analytical, and critical thinking skills.
* Outstanding communication and interpersonal skills, with a patient and customer-centric approach.
* The ability to work independently and manage your time effectively in a remote setting.
* A proactive attitude towards learning new technologies and improving processes.
* Relevant professional certifications (e.g., CompTIA A+, Google IT Support Professional) would be an advantage.
* Experience providing IT support within the healthcare sector or a regulated environment is desirable but not essential.

What We Offer

* A competitive hourly wage and a comprehensive benefits package.
* A fully remote position that provides flexibility and supports a healthy work-life balance.
* The opportunity to be part of a supportive and collaborative team within a mission-driven organisation.
* A chance to make a real impact on community health and well-being.
* Opportunities for continuous learning and professional development.