IT Help Desk Technician

Vivid Vision

IT Help Desk Technician

Remote Full-Time (Contract to Hire) Support + Join our dynamic medical technology team as a Full-Time IT Help Desk Technician supporting groundbreaking vision research and treatment software. This remote position offers the opportunity to provide critical technical support for cutting-edge virtual reality applications while helping save and improve vision for millions of people worldwide.

Responsibilities

Maintain availability to answer phone calls, emails, and chat on Slack for 32 hours per week during pre-arranged time windows with some flexibility
Report to and communicate regularly with the Director of Support, Logistics, and AI Automation
Communicate with the development team as needed to resolve technical issues
Track and update tickets in ZenDesk to ensure proper documentation and resolution
Provide comprehensive technical troubleshooting across hardware, software, and networking layers
Deliver exceptional customer service while maintaining professionalism and empathy

Requirements

3+ years of technical support experience covering hardware, software, and networking
Strong troubleshooting skills with ability to identify appropriate resolution layers based on available information
Exemplary customer service skills with genuine care for helping users
Self-motivated and capable of working independently without constant supervision after training
Excellent communication skills, both written and verbal
Reliable internet connection and home office setup suitable for remote work

Nice to Have

Ability to speak Spanish
Familiarity with VR headsets and immersive technologies
Experience with Android and Windows operating systems
Previous experience in healthcare or medical technology support

Note: This is a full-time salaried position with an estimated average time commitment of 32 hours per week, with more work during stretches. Apply Now

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Vacancy posted 3 days ago

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