Help Desk Technician

Salary: $37,440 - 41,600 per year Requirements:

• We require a high school diploma or equivalent.
• We need experience troubleshooting basic networking issues, including routing, switching, firewalls, and DHCP.
• We prefer exposure to VoIP phones and a working knowledge of their basic functions.
• We need the ability to identify and distinguish audible tones, levels, and colors.
• We need strong telephone communication skills with a natural, pleasant manner.
• We look for alertness, close attention to detail, and the ability to perform effectively under pressure.
• An associates or bachelors degree in a related field is preferred.
• Network+ certification is preferred.

• We provide technical support to our internet customers.
• We handle service order and installation activation tasks for residential customers.
• We may perform installation, maintenance, and repair work for voice, data, and related services remotely or at the customers premises.
• We manage moderately complex assignments that require sound judgment and routine recommendations.
• We monitor recurring issues and alert management so appropriate action can be taken.
• We respond to assistance requests by phone, email, and system alerts or tickets.
• We create, update, and follow up on cases in our customer relationship management portal.
• We log customer issues and track calls through resolution.
• We escalate issue details to NOC support when needed.
• We assign priority and ensure timely escalation of customer problems.
• We follow established procedures and look for opportunities to improve them.
• We provide triage and support for network and circuit outages.
• We take on additional duties as assigned.

• Support
• Network

More:

We are a remote-based help desk team supporting our customers in a non-traditional technical support environment. The role follows a Monday through Friday, 11:00 AM to 8:00 PM schedule, with in-office training required before working remotely. Our help desk focuses on basic network checks, speed tests, and verifying that end-user equipment receives an IP address, rather than conventional PC troubleshooting. We may also require overtime and occasional site visits to customer locations, and we reserve the right to adjust the duties of the role as needed.

last updated 33 week of 2026