IT Helpdesk Technician

Job Description

Job Description

IT Support Technician – Remote / Cheyenne Area

Student Technician, Helpdesk Level 1 & Other Experience Levels Considered

About the Role

Total Secure Technology is looking for an IT Support Technician located in Southern Wyoming or Northern Colorado to join our Service Desk team.

This is a remote position , but we are specifically looking for someone who can serve as our feet on the ground for clients in Cheyenne, Wyoming, and the surrounding area . You will provide onsite support when needed for our existing Cheyenne clients and help support future clients as we continue to grow in the region.

When you are not working onsite, you will work remotely alongside our California-based team, providing remote IT support to clients in both Wyoming and California .

We are open to various levels of technical experience , from individuals beginning their IT careers to more experienced technicians. Technical skills are important, but we are especially looking for someone with strong customer service skills, professionalism, communication skills, and technical aptitude .

Because you will regularly interact with clients face-to-face, we need someone who is comfortable representing Total Secure Technology professionally and building strong relationships with the people we support.

What You’ll Do

• Provide onsite IT support for clients in Cheyenne and surrounding areas as needed
• Provide remote technical support to clients in Wyoming and California
• Respond to incoming calls, emails, and ticket portal requests with professionalism and urgency
• Troubleshoot and resolve hardware, software, connectivity, user, and other common IT issues
• Assist with workstation, peripheral, and technology installations or replacements at client locations
• Review, assess, and prioritize service requests and tasks
• Escalate more complex technical issues when appropriate
• Communicate directly with clients, provide updates, confirm resolutions, and create a positive support experience
• Document work performed, track time and expenses, and maintain accurate ticket notes in our ticketing/PSA system
• Follow established service desk procedures and technical documentation
• Participate in team meetings and collaborate remotely with our California-based technical team
• Continue developing technical knowledge across networks, Microsoft environments, security tools, remote access, and other business technologies

What We’re Looking For

We are considering candidates at multiple experience levels . We don't expect every candidate to know every technology we support, but we do expect strong communication skills, professionalism, curiosity, and the ability to troubleshoot effectively.

You’ll do well if you have:

• Strong customer service skills and clear written and verbal communication
• Confidence interacting directly with clients both face-to-face and remotely
• Strong troubleshooting and problem-solving skills
• Technical aptitude and a willingness to continue learning
• Ability to follow processes and technical documentation
• Ability to stay organized and manage multiple priorities in a fast-paced environment
• Familiarity with Microsoft Windows, Microsoft 365, hardware, software, and common business technology
• Ability to work independently while remaining connected to a remote team
• Dependability and good judgment when representing the company at client locations
• A growth mindset and the ability to receive and apply feedback

Nice to Have

Depending on your experience level, any of the following are helpful:

• Previous IT help desk, service desk, desktop support, or MSP experience
• Experience troubleshooting Windows workstations and Microsoft 365
• Basic networking knowledge, including Wi-Fi, switches, firewalls, and connectivity troubleshooting
• Experience with VPNs, remote access tools, antivirus/security products, or ticketing systems
• Experience installing or replacing workstations, monitors, networking equipment, or other IT hardware
• IT certifications, technical coursework, or hands-on technology experience

Location & Work Environment

• Remote position
• Candidate must live in Southern Wyoming or Northern Colorado and be able to travel to client locations in Cheyenne and surrounding areas
• Regular remote collaboration with our California-based team
• Direct face-to-face interaction with clients during onsite visits
• Professional appearance and work uniform required when performing onsite work
• Reliable transportation to client locations is required
• Rotating after-hours on-call / issue response may be required

Starting Wages

Compensation will depend on experience and the level at which you are hired.

Student Technician: $20–$23/hour
Helpdesk Level 1 Technician: $24–$27/hour

Candidates with experience beyond Level 1 are also encouraged to apply, with compensation based on experience and technical ability.

Growth Opportunity

We are looking for someone who can grow with Total Secure Technology as we expand our presence in Wyoming and the surrounding region.

Depending on your experience, interests, and performance, future opportunities may include advancement into higher-level technical support, service coordination, engineering, project work, or technical sales.

Potential career paths include:

Student Technician → Helpdesk Level 1 → Level 2 / Systems Engineer

or

Helpdesk Level 1 → Service Desk Coordinator → Technical Sales Engineer

How to Apply

Click Apply on ZipRecruiter and send us:

• Your resume
• A short note about your IT experience and what interests you about this position
• Any relevant certifications, coursework, or hands-on technical experience

We are especially interested in candidates who enjoy working with people, can communicate technical information clearly, and want to be part of a growing IT organization while helping us expand our presence in the Cheyenne area.

\nCompany Description

Total Secure Technology is a Sacramento-based Managed Services Provider (MSP) and cybersecurity partner serving small and midsize businesses with 25 to 250 users throughout the greater Sacramento area.

We help local businesses operate more securely and efficiently through dependable IT support, cybersecurity, cloud solutions, and strategic technology guidance. Our team is committed to building long-term client relationships through responsive service, clear communication, and a true partnership approach.

Guided by our core values of Security, Innovation, Excellence, Community, and Fun, we are looking for professionals who take ownership, value teamwork, and are passionate about creating an exceptional client experience.

Company Description

Total Secure Technology is a Sacramento-based Managed Services Provider (MSP) and cybersecurity partner serving small and midsize businesses with 25 to 250 users throughout the greater Sacramento area.\r\n\r\nWe help local businesses operate more securely and efficiently through dependable IT support, cybersecurity, cloud solutions, and strategic technology guidance. Our team is committed to building long-term client relationships through responsive service, clear communication, and a true partnership approach.\r\n\r\nGuided by our core values of Security, Innovation, Excellence, Community, and Fun, we are looking for professionals who take ownership, value teamwork, and are passionate about creating an exceptional client experience.