Help Desk Support Technician

We are looking for a Help Desk Support Technician who combines strong technical troubleshooting skills with excellent communication and customer service.

In this role, you will be the first point of contact for IT-related concerns, providing remote support to users through tickets, calls, video meetings, and remote support tools. You will troubleshoot software, account access, devices, operating systems, and other technology concerns while ensuring users receive clear and professional assistance.

What You’ll Do

• Provide Tier 1 and Tier 2 remote IT support and resolve incoming service desk tickets
• Troubleshoot software, applications, user accounts, access issues, and operating system concerns across Windows and macOS
• Provide technical assistance through written communication, phone calls, and video meetings
• Remotely troubleshoot and administer user devices using RMM, MDM, and identity-management tools
• Follow up on tickets to ensure timely and complete resolution
• Provision user accounts, manage permissions, and support access requirements
• Assist with security-related tasks involving MFA, access control, endpoint protection, patching, and identity management
• Document troubleshooting steps and resolutions and contribute to internal SOPs and knowledge-base documentation
• Escalate complex issues appropriately while maintaining ownership and communication with the user

What We’re Looking For

Required:

• At least 2 years of professional IT Support, Help Desk, or Service Desk experience
• Experience providing remote technical support
• Hands-on experience troubleshooting real-world technical issues rather than relying solely on basic ticket routing
• Working knowledge of the Google Admin Console / Google Workspace administration
• Experience with user account provisioning, permissions, and access management
• Strong troubleshooting and problem-solving skills
• Ability to explain technical solutions clearly to non-technical users
• Excellent written and verbal English communication skills
• Ability to work independently and prioritize multiple support requests
• Professional and composed when handling urgent or escalated issues

Experience With These Tools Is a Strong Advantage

• Google Workspace / Google Admin Console
• Microsoft 365 / Office 365 Admin
• Hexnode
• Microsoft Intune
• Jamf
• Okta
• NinjaOne
• SolarWinds
• Atera
• Syncro
• Other MDM, RMM, or identity-management platforms

The role specifically requires experience with remote device and identity administration through platforms such as Hexnode, Intune, Jamf, or Okta, as well as RMM tools such as NinjaOne or comparable platforms

Qualifications:

An Associate's degree in IT or a related field, or equivalent professional experience, is preferred. CompTIA A+ or an equivalent technical certification is an advantage.

📩 Interested candidates may apply with an updated resume highlighting their IT support experience, remote support experience, Google Workspace/Admin experience, and relevant technical tools

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