Helpdesk Technician
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Job Summary
This is a remote position.
The Remote Helpdesk Technician provides technical support to employees and authorized users by diagnosing and resolving hardware software connectivity account-access and other common IT issues remotely. The technician serves as a first point of contact for technical support requests and ensures issues are documented communicated and resolved efficiently.
- Provide first-level technical support to employees and authorized users through email phone chat and remote-support platforms.
- Respond to IT support requests and troubleshoot issues involving computers software printers peripherals and network connectivity.
- Diagnose hardware and software problems and provide step-by-step technical assistance.
- Assist users with password resets account access authentication and basic security-related issues.
- Install configure update and troubleshoot approved software applications.
- Assist with operating-system issues system updates and basic device configuration.
- Troubleshoot internet Wi-Fi VPN email and other connectivity problems.
- Provide remote assistance using approved remote-support tools.
- Create update and close support tickets with accurate descriptions of issues and resolutions.
- Maintain detailed records of technical incidents troubleshooting steps and solutions.
- Escalate complex or unresolved technical issues to senior IT personnel or the appropriate department.
- Assist with onboarding and offboarding by helping configure user accounts devices software and access permissions.
- Support employees with Microsoft 365 Google Workspace Microsoft Teams Zoom and other approved workplace applications.
- Monitor recurring technical issues and communicate patterns or concerns to IT management.
- Assist with maintaining company IT documentation troubleshooting guides and knowledge-base resources.
- Follow company IT policies security procedures and access-control requirements.
- Protect company systems credentials devices and confidential information.
- Assist with inventory tracking and documentation of company hardware and IT equipment.
- Keep users informed about the status of open support requests.
- Participate in IT projects system upgrades software deployments and other technology initiatives as assigned.
PTO
Health and Dental Benefits
Education Assistance
Required Skills:
High school diploma or equivalent required. Previous helpdesk technical support IT support or customer-service experience preferred. Basic understanding of computer hardware software operating systems and networking. Strong troubleshooting and problem-solving abilities. Excellent written and verbal communication skills. Ability to explain technical concepts clearly to non-technical users. Strong customer-service and interpersonal skills. Good organizational and time-management abilities. Ability to prioritize multiple support requests effectively. Comfortable working independently in a remote environment. Familiarity with Windows and common productivity applications. Experience with Microsoft 365 or Google Workspace preferred. Familiarity with remote-support and ticketing systems. Ability to document technical issues and resolutions accurately. Strong attention to detail. Ability to maintain confidentiality and follow information-security procedures. Reliable internet connection and suitable computer equipment for remote work.
Required Education:
High School Diploma
