About the Role
The individual in this role will deliver frontline technical support to end users, troubleshoot system issues, and maintain accurate records of incidents and resolutions.
Responsibilities
- Respond to incoming service requests from employees and clients
- Diagnose and resolve technical problems related to hardware, software, and network access
- Escalate complex issues to appropriate support teams when necessary
- Document all service desk interactions in the ticketing system
- Maintain up-to-date knowledge of internal systems and support procedures
- Assist with onboarding new users and setting up accounts
- Guide users through step-by-step solutions over phone or chat
- Monitor system alerts and initiate corrective actions
- Perform password resets and account unlock procedures
- Support remote access tools and virtual desktop environments
- Install and configure standard software applications
- Verify connectivity for workstations and peripherals
- Follow change management protocols for system updates
- Ensure compliance with security policies during support activities
- Track and report on key performance metrics for service desk operations
Compensation
Competitive hourly rate commensurate with experience
Work Arrangement
Hybrid remote work model with office availability
Team
Part of a collaborative IT support team focused on resolving technical issues efficiently
Work Schedule
This role requires availability from Wednesday to Sunday, 9:00 AM to 6:00 PM Eastern Time. Consistent attendance during these hours is essential for team coverage and service continuity.
Growth Opportunities
Employees in this position may advance to higher-tier support roles, technical specialist positions, or team leadership with demonstrated performance and additional training.
Not available for this position
