About This Role
This role is for a responsive and dependable Helpdesk Technician to join a remote IT operations team. You will be the first line of defense for remote employees and clients experiencing day-to-day hardware, software, and network issues. It is ideal for an entry-to-mid-level technician with strong problem-solving skills, patience, and clear communication abilities who thrives in a fast-paced ticketing environment.
Responsibilities
- Respond to incoming helpdesk tickets, calls, and chat requests to resolve remote desktop, operating system (Windows/macOS), and application issues
- Use remote support software (e.g., TeamViewer, BeyondTrust/Bomgar, or ScreenConnect) to connect to user devices, perform remote diagnostics, and fix software glitches
- Perform routine account management tasks, including password resets, multi-factor authentication (MFA) setups, and account provisioning in Active Directory / Microsoft 365 / Google Workspace
- Log, document, and categorize all support requests in ticketing systems (e.g., Jira, Zendesk, or ServiceNow) while meeting target response and resolution times
- Assist end-users with setup and troubleshooting of laptops, monitors, VPN connections, Wi-Fi connectivity, and office peripherals (printers/scanners)
- Identify issues requiring advanced technical intervention and cleanly escalate them to Tier 2/3 System Administrators
- Document common solutions to help maintain the internal IT knowledge base
Requirements
- 0–2 years of experience in an IT support, helpdesk, or technical customer support role
- Proficiency supporting Windows 10/11 and basic familiarity with macOS
- Familiarity with Microsoft 365 (Outlook, Teams, SharePoint) and/or Google Workspace
- Basic understanding of home/remote networking principles (Wi-Fi, routers, IP addresses, VPNs)
- Outstanding verbal and written English communication skills with a customer-centric mindset and strong technical empathy
- Dedicated home office, a stable high-speed internet connection (Ethernet preferred), and a distraction-free environment
Nice to have:
- CompTIA A+
- Microsoft 365 Certified: Fundamentals
Benefits
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
