IT Helpdesk Technician

Job Description

Job Description

This is a remote position.

You are an enthusiastic problem solver with a customer-first mindset. You bring experience in IT support, communicate clearly, and enjoy working in a fast-paced environment. You thrive in a collaborative setting and take initiative to improve systems and processes.

Key Responsibilities

• Serve as the initial point of contact for technical support via phone, email, and ticketing system
  
• Provide remote support using RMM tools (e.g., ConnectWise Automate)
  
• Install, configure, and maintain desktop hardware, software, and peripherals
  
• Manage user accounts, permissions, and access controls
  
• Troubleshoot and support desktop, laptop, and printer issues
  
• Escalate unresolved issues to senior IT staff as appropriate
  
• Provide accurate information about company IT services and products
  
• Suggest improvements to IT procedures and user experience
  
• Document support issues, resolutions, and feedback in a clear and concise manner
  
• Occasionally participate in after-hours support, project roll outs, or upgrades (nights/weekends/holidays)
  
• Communicate clearly in English (additional languages a plus)
  

Qualifications

• 1–4 years of experience in a help desk or IT support role
  
• Strong troubleshooting and analytical skills
  
• Detail-oriented with excellent organizational skills
  
• Valid driver's license and reliable transportation
  
• Relevant certifications (e.g., CompTIA A+, Network+, MCP) is a plus
  
• Currently pursuing or holding a degree in IT, Computer Science, or a related field is a plus
  

• Competitive compensation based on experience and performance
  
• Comprehensive benefits package (medical, dental, vision, and retirement)
  
• 401(k) with company match
  
• A collaborative and supportive team culture
  
• Opportunities for professional growth and career advancement
  
• Employee discounts on company products