Helpdesk Technician

We are seeking a reliable and technically skilled Remote Helpdesk Technician to join our IT support team. In this role, you will serve as the first point of contact for technical assistance, providing remote support to employees and/or clients experiencing hardware, software, and network-related issues.

The ideal candidate is detail-oriented, customer-focused, and able to troubleshoot efficiently while maintaining a professional and friendly demeanor in a remote environment.

Key Responsibilities

• Serve as the primary point of contact for incoming helpdesk requests via phone, email, chat, and ticketing system
• Diagnose and troubleshoot hardware, software, network, and system issues remotely
• Install, configure, and maintain operating systems, applications, and user accounts
• Assist users with password resets, access permissions, VPN setup, and email configuration
• Provide support for Windows and/or macOS environments
• Troubleshoot connectivity issues including LAN/WAN, Wi-Fi, and VPN access
• Document all technical issues, solutions, and troubleshooting steps in the ticketing system
• Escalate complex issues to Tier 2/3 support when necessary
• Maintain knowledge of company systems, policies, and security procedures
• Support onboarding and offboarding processes, including device provisioning and account setup
• Ensure data security and confidentiality at all times

Technical Requirements

• Proficiency in Windows 10/11 and/or macOS
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Familiarity with Active Directory and user account management
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Experience with remote desktop tools (TeamViewer, AnyDesk, Remote Desktop, etc.)
• Understanding of cybersecurity best practices
• Familiarity with ticketing systems (ServiceNow, Zendesk, Freshdesk, Jira, etc.)

Preferred Qualifications

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field
• CompTIA A+, Network+, or similar certifications
• 1–3 years of helpdesk or technical support experience
• Experience supporting remote or hybrid work environments

Soft Skills

• Strong communication skills (written and verbal)
• Excellent problem-solving and critical thinking abilities
• Ability to explain technical concepts in simple, user-friendly terms
• High level of organization and time management
• Ability to work independently in a remote setting
• Customer-service mindset with patience and professionalism

Working Conditions

• Fully remote position
• Standard business hours (with potential rotating on-call schedule)
• Reliable high-speed internet connection required
• Quiet, professional home office environment

Performance Expectations

• Meet response time and resolution time SLAs
• Maintain high customer satisfaction ratings
• Accurately document all interactions and resolutions
• Demonstrate continuous improvement in technical knowledge