The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues. This role serves as the initial point of contact, responsible for accurate incident intake, troubleshooting, documentation, and resolution or escalation in accordance with established support procedures and service expectations.
The Help Desk Specialist I applies structured troubleshooting techniques to diagnose hardware, software, connectivity, and peripheral issues, while maintaining clear and professional communication throughout the incident lifecycle. This role ensures incidents and requests are properly logged, categorized, prioritized, and monitored to support timely service restoration and customer satisfaction.
The Help Desk Specialist works under general supervision, follows documented policies and knowledge resources, and collaborates effectively within a team-based support model. Success in this role requires strong analytical skills, attention to detail, sound judgment, and a continuous improvement mindset aligned with ITSM best practices.
This is a remote position.
Essential Functions & 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
Knowledge & Skills
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)
Customer Service & Communication
- 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
Work Style & Cognitive 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
Education & Experience
- 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
Pay Range
CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.
For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.
Pay Range: $19.24 - $31.04 per hour
A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management
In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.
About Corvel
CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).
A comprehensive benefits package is available for full-time regular employees and includes 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, and paid time off.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
