[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.ResponsibilitiesProvide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environmentDiagnose and resolve common hardware, software, connectivity, and peripheral issuesMaintain accurate and timely ticket updates within the ITSM system to support incident resolution and reportingUtilize Copilot to improve ticket clarity and first responses where appropriateEscalate unresolved or complex issues to appropriate IT teams following established proceduresCommunicate clearly and professionally with non-technical users, providing status updates and setting expectationsFollow documented policies, procedures, and support standards while meeting service-level expectationsCollaborate effectively within a team-based support environmentMaintain a strong focus on customer service and quality while continuously developing technical skillsAdditional duties as assignedSkillsProvide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environmentDiagnose and resolve common hardware, software, connectivity, and peripheral issuesMaintain accurate and timely ticket updates within the ITSM system to support incident resolution and reportingUtilize Copilot to improve ticket clarity and first responses where appropriateEscalate unresolved or complex issues to appropriate IT teams following established proceduresCommunicate clearly and professionally with non-technical users, providing status updates and setting expectationsFollow documented policies, procedures, and support standards while meeting service-level expectationsCollaborate effectively within a team-based support environmentMaintain a strong focus on customer service and quality while continuously developing technical skillsWorking knowledge of computer hardware, operating systems, and peripheral devicesExperience 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 skillsAbility to explain technical concepts in a clear and empathetic manner to non-technical usersStrong listening and problem-solving skillsAbility to manage multiple tasks in a fast-paced, high-volume support environmentStrong organizational and documentation skillsAnalytical mindset with attention to detailAbility to work effectively under general supervision while following established processesHigh School Diploma or equivalent requiredHDI certification or equivalent technical experience preferredExperience in a Help Desk, Call Center, or customer-facing technical support environment preferredExperience supporting Microsoft (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferredBenefitsMedical (HDHP) w/PharmacyDentalVisionLong Term DisabilityHealth Savings AccountFlexible Spending Account OptionsLife InsuranceAccident InsuranceCritical Illness InsurancePre-paid Legal InsuranceParking and Transit FSA accounts401KROTH 401KPaid time offCompany OverviewCorVel is a nationally recognized claims management and managed care provider with over 30 years of experience in the industry. It was founded in 1987, and is headquartered in Irvine, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.corvel.com/.Company H1B SponsorshipCorVel Corporation has a track record of offering H1B sponsorships, with 2 in 2023, 5 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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