Remote Help Desk Technician

About the Role

This is a full-time, remote Help Desk Technician position providing hands-on exposure to real-world systems with clear paths for advancement into systems administration, networking, or security.

Key Responsibilities

• Respond to support requests from employees via phone, email, chat, and ticketing system.
• Diagnose and resolve hardware, software, network, and account access issues.
• Reset passwords and manage user accounts in Active Directory and Microsoft 365.
• Provide remote assistance using screen-sharing and remote desktop tools.
• Log, prioritize, and track all incidents and service requests in the ticketing system.
• Escalate complex issues to senior IT staff with clear and detailed documentation.
• Set up, configure, and ship laptops, peripherals, and mobile devices to remote employees.
• Create and update knowledge base articles and user guides.
• Follow up with users to confirm issues are fully resolved and satisfaction is high.
• Support onboarding and offboarding of employees from an IT perspective.

Requirements & Tech Stack

• Familiarity with Windows, macOS, and Microsoft 365.
• Basic understanding of networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi.
• Ability to work independently from a home office with reliable high-speed internet.
• Ability to work a schedule aligned with Eastern Time business hours.

Qualifications

• High school diploma or equivalent.
• 6 months or more of help desk, customer service, or technical support experience (internships and coursework considered).
• Strong written and verbal communication skills.
• Good problem-solving skills and the ability to stay calm under pressure.
• CompTIA A+ or similar certification is a plus.
• Associate or bachelor's degree in IT or a related field is preferred.