This is a remote position.

Help Desk Support Staff

Full-Time – Remote – Northern California

Are you a detail-oriented problem-solver with a passion for ensuring exceptional customer service? Do you thrive in a fast-paced environment? Are you a team player with excellent communication skills? If so, we want you on our team!

TouchPoint Prodigy, a growing organization based in California, is seeking highly motivated Help Desk Support Staff to join our team. In this unique role, you'll play a pivotal role in mitigating content risk through a combination of help desk supervision, system testing, and accessibility oversight.

Responsibilities:

• Primary Focus: Help Desk Support
  

• Respond to user inquiries submitted through the help desk ticketing system.
  

• Troubleshoot issues, diagnose problems, and provide solutions for a wide range of user questions and requests.
  

• Resolve complex issues beyond the scope of first-line support agents, escalating tickets when necessary.
  

• Document solutions and maintain a knowledge base to improve future resolutions.
  

• Foster positive user experiences by delivering exceptional customer service.
  

• Occasional Responsibilities:
  

• System Testing: Assist in testing the CACWT (California Assistive and Rehabilitative Services Consumer Web Portal) system when new features or bug fixes are deployed (as needed).
  

• Content Accessibility: Assist in verifying that curriculum content or materials added to CACWT or its website adhere to WCAG 2.1 accessibility standards (as needed). This may involve reviewing content, identifying potential accessibility concerns, and flagging them for further review.
  

• Other duties as assigned.
  

Position Details:

• Part-time position located in Northern California.
  

• Primarily remote. Employee is responsible for providing their own internet service and comp to do their work.
  

• May need to visit the office for team or special meetings at the discretion of management.
  

Salary and Compensation:

• Temporary, Full-time (up to 40 hours a week)
  

• This is a Full-Time, Temporary role under Contract (funding is anticipated through the end of June 2026 and will be open for renewal).
  

• $22/hr 
  

Requirements

Qualifications:

• Experience using ticketing, monitoring & remote support tools (preferred)
  

• Strong troubleshooting skills 
  

• Experience using 
  

• Minimum 1 year of experience in a technical support role or related field preferred.
  

• Strong analytical and problem-solving skills with the ability to research and identify solutions.
  

• Excellent communication and interpersonal skills, with a focus on providing clear and concise explanations to users.
  

• Proficient in computer software and web applications.
  

• Working knowledge of basic accessibility principles is a plus.
  

• Ability to work independently and manage multiple tasks simultaneously.
  

Benefits

Benefits:

• Competitive pay and vacation leave 
  

• Dynamic and collaborative primarily remote work environment.
  

• Be part of a team dedicated to continuous improvement and risk mitigation.