Help Desk Technician

Overview

The Help Desk Technician provides first‑line technical support to end users by troubleshooting hardware, software, network, and system issues. This role ensures timely resolution of support requests, maintains service quality standards, and delivers excellent customer service. The Help Desk Technician operates in a fully remote environment and plays a key role in maintaining organizational productivity through reliable technical support.

This position is strictly limited to candidates who currently reside in the United States and are legally authorized to work in the U.S. Applications from individuals residing outside the United States will be rejected.

• Respond to and resolve technical support tickets in a timely manner
• Troubleshoot hardware, software, network, and application issues
• Provide remote assistance to end users via phone, email, or chat
• Escalate complex issues to higher‑level IT staff as needed
• Install, configure, and update software applications
• Assist with user account setup, password resets, and access management
• Document troubleshooting steps and resolutions in ticketing systems
• Maintain accurate records of incidents and service requests
• Support onboarding and offboarding processes for employees
• Follow IT policies, procedures, and security protocols

• High school diploma or equivalent (Associate's degree in IT preferred)
• 1–3 years of experience in technical support, help desk, or IT support roles
• Basic knowledge of computer hardware, operating systems (Windows/Mac), and networking fundamentals
• Familiarity with ticketing systems and remote support tools
• Strong problem‑solving and communication skills
• Customer‑focused mindset with professional phone etiquette
• Ability to work independently in a remote environment
• Reliable high‑speed internet connection and secure workspace

• CompTIA A+, Network+, or related IT certification
• Experience supporting remote employees in distributed environments
• Familiarity with Microsoft 365, Google Workspace, or similar platforms
• Knowledge of cybersecurity best practices
• Experience with Active Directory or identity management systems

• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with employer matching
• Paid time off, paid holidays, and sick leave
• Life, short‑term, and long‑term disability insurance
• Flexible remote work arrangement
• Professional development and certification support
• Employee wellness and assistance programs