About the Role
This role involves delivering frontline technical assistance, diagnosing system problems, and guiding users through solutions with clarity and professionalism.
Responsibilities
- Respond to helpdesk tickets from internal and external users
- Diagnose software, network, and hardware issues
- Guide users through troubleshooting steps via phone, email, or chat
- Document technical problems and resolution steps
- Escalate complex issues to senior technicians
- Maintain up-to-date knowledge of company systems
- Assist with onboarding new employees
- Support deployment of devices and software
- Monitor ticket queue for urgent requests
- Follow security protocols when accessing user accounts
- Update knowledge base articles based on common issues
- Track and report recurring technical problems
- Assist with password resets and account access
- Test fixes before closing support cases
- Collaborate with IT team members on system improvements
- Ensure compliance with data handling policies
- Provide after-hours support on rotation
- Follow escalation procedures for unresolved cases
- Maintain accurate support logs
- Communicate technical information clearly to non-technical users
Nice to Have
- Associate degree in IT or related field
- CompTIA A+ certification
- Experience with mobile device management
- Familiarity with cloud storage platforms
- Knowledge of Active Directory basics
- Previous remote work experience
- Bilingual communication skills
Compensation
Competitive hourly rate based on experience
Work Arrangement
Fully remote with flexible scheduling options
Team
Part of a growing support team focused on rapid response and user satisfaction
What We Offer
- Opportunities for professional development
- Access to training resources and certification support
- Flexible work hours with remote setup
- Supportive team environment
- Clear pathways for advancement
Application Process
- Submit resume and cover letter
- Complete a short technical assessment
- Participate in a video interview
- Final review by hiring team
Not available for this position
