IT Help Desk Specialist

Naztec International Group is a technology consulting and professional services company providing solutions across IT consulting, engineering, staffing, project delivery, and business operations. We work with organizations to improve technology capabilities, streamline operations, and achieve their business objectives.

We are seeking a reliable, customer-focused, and technically skilled IT Help Desk Specialist to join our remote Information Technology team. This position will provide first-level technical support to employees and assist with maintaining a secure, productive, and efficient technology environment.

The IT Help Desk Specialist will serve as a primary point of contact for employees experiencing hardware, software, network, account, and other technology-related issues. The specialist will troubleshoot problems, resolve technical requests, document solutions, escalate complex issues when necessary, and provide a positive support experience to users across the organization.

The ideal candidate is patient, analytical, highly organized, and comfortable explaining technical concepts to users with varying levels of technical knowledge.

Key Responsibilities

• Provide first-level technical support to employees through email, phone, chat, and ticketing systems.
• Diagnose and troubleshoot hardware, software, network, connectivity, and system access issues.
• Create, update, prioritize, and resolve IT support tickets according to established service-level expectations.
• Assist employees with password resets, account access, authentication, and permissions.
• Support Microsoft Windows, macOS, Microsoft 365, Google Workspace, and common business applications.
• Troubleshoot laptops, desktops, monitors, printers, mobile devices, and other workplace technology.
• Assist with remote employee hardware and software setup.
• Support onboarding and offboarding by preparing equipment, configuring accounts, and managing access.
• Install, configure, update, and troubleshoot approved software applications.
• Assist users with VPN, Wi-Fi, network connectivity, and remote-access issues.
• Escalate complex technical issues to senior IT staff, vendors, or specialized support teams when appropriate.
• Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions.
• Create and update internal knowledge-base articles and technical documentation.
• Monitor recurring support issues and recommend solutions to improve IT operations.
• Assist with software and hardware inventory management.
• Follow company cybersecurity, data protection, access control, and IT policies.
• Protect confidential company and employee information when handling technical support requests.
• Participate in IT projects, system upgrades, and technology rollouts as assigned.
• Provide professional and courteous service to all employees.
• Perform other IT support responsibilities as assigned.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• 2+ years of experience in IT help desk, technical support, desktop support, or a similar position.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple support requests and priorities.
• Ability to work independently in a fully remote environment.
• Familiarity with basic networking concepts, operating systems, user accounts, and cybersecurity practices.

Benefits

• Competitive annual salary

• Annual performance bonus
• Medical, Dental & Vision Insurance
• 401(k) with company matching
• Paid Time Off (PTO)
• Paid Company Holidays
• Flexible remote work environment
• Home office equipment support
• Professional development and technical training
• Certification support
• Career advancement opportunities
• Employee Assistance Program
• Life Insurance
• Short-Term & Long-Term Disability Insurance
• Wellness initiatives