This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Information Technology Help Desk Technician based in the United States.
This is a fully remote IT support role serving as a key first point of contact for end-users experiencing technical issues.
You’ll troubleshoot hardware, software, operating system, network, and application problems while delivering responsive, user-friendly support.
The role combines hands-on technical problem solving with customer service, documentation, and collaboration across the IT function.
You’ll work with a broad technology environment spanning Microsoft, Apple, cloud, security, endpoint management, and remote-support tools.
Beyond day-to-day ticket resolution, you may contribute to IT projects, process improvements, documentation, and user training.
Success in this position requires technical versatility, strong communication, sound judgment, and the ability to remain composed while managing multiple requests.
Working remotely, you’ll have the opportunity to make a direct impact on employee productivity and the reliability of everyday technology operations.
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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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