IT Help Desk Technician - Remote

IT Help Desk Technician (Remote)

Location: USA | Remote
Job Type: Full-Time/ Part-Time
Department: Information Technology

About the Role:

We are seeking a motivated and customer-focused IT Help Desk Technician to join our growing remote team. In this role, you will be the first point of contact for employees experiencing technical issues, ensuring seamless IT support across hardware, software, and network systems.

Youll play a critical role in maintaining productivity by diagnosing and resolving technical problems quickly, professionally, and efficiently.

Key Responsibilities:

• Provide Tier 1 and Tier 2 remote technical support via phone, email, and ticketing system
• Troubleshoot hardware, software, and network connectivity issues
• Support Windows and macOS operating systems
• Assist with user account setup and administration (e.g., Microsoft 365, Google Workspace)
• Manage identity and access controls (e.g., Active Directory)
• Support endpoint management tools and remote desktop platforms
• Document issues, resolutions, and procedures in the IT knowledge base
• Escalate complex technical issues to senior IT staff when necessary
• Assist with onboarding and offboarding technical setup
• Maintain strong customer service standards and communication.

Qualifications Required:

• 13 years of experience in IT support, help desk, or technical support
• Strong troubleshooting skills for Windows and/or macOS
• Experience with remote support tools
• Basic understanding of networking concepts (TCP/IP, DNS, VPN)
• Excellent written and verbal communication skills
• Ability to work independently in a fully remote environment.

Preferred:

• Associates or Bachelors degree in IT, Computer Science, or related field
• IT certifications (CompTIA A+, Network+, or equivalent)
• Experience supporting SaaS platforms and cloud environments
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk).