Helpdesk Technician

This is a remote position.

The Help Desk Technician is the first line of technical support for employees, resolving hardware, software, and access issues so that teams can keep working. You’ll troubleshoot remotely, document each issue clearly, and escalate when a problem needs deeper expertise. The role suits someone who is patient, methodical, and good at explaining technical concepts in plain language.

Key responsibilities

• Provide Tier 1 and Tier 2 technical support by phone, chat, email, and remote-access tools
  
• Diagnose and resolve issues with operating systems, productivity software, printers, peripherals, and network connectivity
  
• Set up, configure, and troubleshoot laptops, mobile devices, and workstations for remote employees
  
• Create, modify, and deactivate user accounts, permissions, and passwords, including multi-factor authentication resets
  
• Log, prioritize, and track all requests in the ticketing system, with accurate and complete notes
  
• Escalate complex or unresolved issues to senior IT staff with clear documentation of steps already taken
  
• Support onboarding and offboarding by preparing equipment and account access
  
• Install software updates and security patches, and help enforce security policies
  
• Identify recurring problems and recommend fixes or knowledge base articles
  
• Create and maintain user guides, FAQs, and troubleshooting documentation
  
• Follow up with users to confirm issues are fully resolved
  

Requirements

Required qualifications

• 1+ years of help desk, IT support, or technical support experience
  
• Working knowledge of Windows and macOS, Microsoft 365 or Google Workspace, and common troubleshooting methods
  
• Understanding of basic networking concepts such as Wi-Fi, VPN, DNS, and IP
  
• Experience with a ticketing system such as Zendesk, Jira Service Management, or ServiceNow
  
• Strong written and verbal communication, with the ability to explain technical issues to non-technical users
  
• Ability to manage multiple tickets and prioritize by urgency
  

Preferred qualifications

• CompTIA A+, Network+, or Google IT Support certification
  
• Experience with remote support tools and endpoint management platforms
  
• Familiarity with identity and access management tools such as Okta or Azure AD
  
• Prior experience supporting a fully remote workforce
  

Benefits

401k
PTO
Health and Dental Benefits
Remote workstation
Flexible Schedule