Information Technology Help Desk Technician

Accountabilities

• • End-user support: Monitor the ticketing system and serve as the initial point of contact for technical support requests received through phone, email, and other communication channels.
  • Technical troubleshooting: Diagnose and resolve software, hardware, operating system, application, and network-related issues efficiently and effectively.
  • System configuration: Install, configure, maintain, and support computers, software applications, peripherals, and other technology used by employees.
  • Issue escalation: Identify complex or unresolved technical problems, escalate them to the appropriate IT support teams, and follow through to ensure resolution.
  • Ticket and knowledge management: Document, track, and monitor support requests, maintaining accurate records of issues, resolutions, and recurring problems.
  • Technical documentation: Help maintain and update knowledge-base articles, technical documentation, and user guidance materials.
  • User enablement: Provide training and step-by-step guidance to employees on new technologies, applications, systems, and best practices.
  • IT collaboration: Partner with IT colleagues to improve systems, procedures, support processes, and overall operational efficiency.
  • Project support: Participate in assigned IT projects and other initiatives while managing day-to-day support responsibilities.
  • Remote service delivery: Provide a consistently professional, helpful, and customer-focused experience while managing multiple requests and maintaining composure under pressure.

  Requirements

  • Experience: Demonstrated experience as a Help Desk Technician, IT Support Technician, or in a comparable technical support position.
  • Education: A degree, relevant training, or industry certification in Information Technology or a related discipline is advantageous.
  • Operating systems: Strong proficiency with Windows 10/11 and Mac OS.
  • Productivity tools: Strong proficiency with Microsoft Office 365, including its core workplace and collaboration applications.
  • Technical troubleshooting: Proven ability to diagnose and resolve computer hardware, software, application, connectivity, and network-related problems.
  • Systems & security: Working knowledge of operating systems, network protocols, cybersecurity solutions, endpoint management, and enterprise software environments.
  • Technology stack: Experience with tools such as ESET antivirus, Barracuda, Kaseya VSA/BMS, Microsoft Azure, Zscaler, Microsoft Intune, and PowerShell is valuable, with proficiency in PowerShell particularly beneficial.
  • Communication: Excellent verbal and written communication skills, with the ability to translate technical concepts into clear, accessible language for users with varying levels of technical expertise.
  • Customer service: Strong customer-oriented mindset and commitment to providing responsive, patient, and high-quality technical support.
  • Organization: Ability to prioritize and multitask effectively while managing support requests, project assignments, and competing deadlines.
  • Personal qualities: Pleasant and professional demeanor, strong problem-solving skills, adaptability, reliability, and the ability to remain calm under pressure.
  • Remote-work readiness: Must have a dedicated, private, quiet workspace and stable, reliable high-speed internet suitable for phone-based technical support.
  • Physical capabilities: Ability to remain stationary for extended periods, operate computers and office equipment, communicate effectively through voice-over-IP systems, and perform repetitive keyboard and data-entry movements.

  Benefits

  • Salary: Target compensation of $60,000–$65,000, depending on education, certifications, experience, and skill set.
  • Medical coverage: Health and prescription insurance.
  • Dental & vision: Dental and vision coverage.
  • Disability protection: Short-term and long-term disability coverage.
  • Life & accident coverage: AD&D insurance.
  • Retirement: 401(k) retirement savings plan.
  • Flexible spending: Flexible Spending Account and Healthcare Savings Account options.
  • Additional protection: Hospital indemnity, critical illness, and accident coverage.
  • Employee support: Employee Assistance Program and financial wellness resources.
  • Legal benefits: Legal insurance.
  • Discounts: Employee discount program.
  • Paid time off: Paid time off to support rest and personal needs.
  • Flexibility: Fully remote position available across the United States.
  • Professional environment: Opportunity to contribute to technology projects and process improvements beyond day-to-day help desk operations.