Remote VA is looking for a Junior / Level 1 IT Helpdesk Technician to serve as the initial point of contact for incoming client support requests. You will be responsible for quickly addressing or escalating technical issues to ensure a smooth and efficient resolution.
What You'll Do
- Serve as the first point of contact for client support via phone, email, or ticketing system.
- Troubleshoot basic IT issues remotely and deliver a helpful, client-friendly experience.
- Communicate consistently with clients regarding the status of their requests.
- Create, manage, and update service tickets using our internal system.
- Document work completed and ensure ticket details are up to date.
- Split multi-issue tickets and prevent ticket stagnation.
- Review RMM dashboards and perform remedial actions per processes.
- Conduct regular system checks as scheduled.
- Occasionally assist the Projects Team with remote implementations and rollouts.
- Escalate complex tickets to senior technicians.
- Report risks, updates, or client outages promptly.
- Submit required timesheets and reports.
- Follow SOPs and scheduled tasks.
- Ensure security protocols are followed vigilantly.
- Actively contribute to team improvements and innovations.
What We're Looking For
- Experience in a first-line IT support or helpdesk role.
- Strong troubleshooting skills for basic computer and network issues.
- Excellent communication skills with a client-focused mindset.
- Ability to meticulously document work and follow standard operating procedures.
- Proactive approach to managing workload and escalating issues appropriately.
Work Mode
This is a fully remote position with a global team structure.
Remote VA is an equal opportunity employer.
